Patient Support Specialist - Georgetown (1.0 FTE)

Purpose

The Medical Billing & Patient Support Specialist serves as the primary point of contact for patients with billing-related concerns. The Medical Billing & Patient Support Specialist focuses on assisting patients with medical billing inquiries, coordinating financial assistance options, and ensuring transparency in healthcare costs, including external providers to whom they were referred. This position involves engaging directly with patients, guarantors, outside providers and clinics to review their financial responsibilities, set up Good Faith Estimates (GFEs), and provide guidance on payment plans and financial aid programs. Additionally, the role includes collaborating with referral facilities to help patients access charity care, discounts, or other financial support options. The Revenue Cycle Patient Liaison also assists patients in transitioning their Primary Care Provider (PCP) to Neighborcare Health (NCH) when appropriate, helping to reduce referral delays and streamline care coordination. The Medical Billing & Patient Support Specialist works within established guidelines and policies to proactively address patient billing concerns, advocate for financial relief opportunities, and contribute to Neighborcare Health’s mission, service commitments, guiding principles, and productivity goals.

Health, Wellness & Retirement Benefits:

• Medical, dental & vision insurance
• Paid time off & paid holidays
• Retirement with contribution match
• Life & AD&D, pet insurance
• Employee assistance program, & more!

Compensation:

• The target wage range for the position is $21.96 to $30.97 per hour.
• Final offers are individually based on various factors, including skill set, years of experience, location, qualifications, work schedule and other job-related reasons.

Primary Responsibilities

• Engage with patients to provide billing support, answer financial questions, and assist with collections activities.
• Assist patients in setting up Good Faith Estimates (GFEs) and explaining financial obligations.
• Work closely with clinic staff to resolve patient billing concerns and ensure a smooth payment process.
• Communicate with patients in person and over the phone regarding their medical bills, payment options, and available financial assistance programs.
• Coordinate with referral facilities to help patients access charity care, discounts, or payment assistance for services outside Neighborcare Health.
• Assist patients in updating their Primary Care Provider (PCP) to Neighborcare Health to help minimize referral delays.
• Receive and process patient payments, co-pays, and account balances, ensuring timely posting.
• Set up and manage patient payment plans, ensuring compliance with Neighborcare Health’s financial assistance policies.
• Collaborate with collection agencies to follow up on outstanding patient accounts and assist with inquiries.
• Facilitate refunds for patients when appropriate, following established protocols.
• Manage the write-off process for aged patient accounts, in accordance with Neighborcare Health’s financial policies.
• Assist in setting up prenatal agreements for uninsured obstetric (OB) patients, ensuring they understand financial expectations.
• Negotiate payment reimbursement plans with patients based on their financial situation.
• Assist with prescreening patients to see if they qualify for charity, Medicaid or other insurance plans
• Meet with patients in person to discuss billing concerns, setting up payment plans and payment contracts.
• Handle high-volume patient communication by making and receiving up to 100 calls daily regarding account balances, payment options, and billing inquiries.

Key Skills, Knowledge & Abilities

• Strict adherence to Neighborcare Health policies and procedures, ensuring compliance with organizational and regulatory guidelines.
• Strong attention to detail to accurately manage and document financial information, payments, and patient accounts.
• Ability to interpret and explain insurance benefits to patients and clinical staff, ensuring they understand financial responsibilities.
• Proficiency in communicating effectively and respectfully with individuals from diverse racial, educational, and socio-economic backgrounds.
• Active listening – Engage with patients to understand their concerns and provide clear, accurate information.
• Thorough understanding of insurance contractual agreements and the ability to guide patients in navigating their financial obligations.
• Knowledge of billing, collections, and revenue cycle processes, with the ability to manage patient accounts efficiently.
• Familiarity with Managed Care, Medicare, and Medicaid guidelines, including the specific requirements for claims, referrals, and financial assistance programs.
• Ability to assist patients in transitioning their Primary Care Provider (PCP) to Neighborcare Health to help minimize referral delays.
• Experience working with financial assistance programs, including setting up payment plans and facilitating access to charity care or discounts.
• Strong problem-solving skills to address billing issues and collaborate with internal teams and external referral facilities.
• Strong ability to draft well-structured and grammatically correct correspondence.
• Conflict resolution – Address patient concerns and billing disputes with patience and professionalism
• Ability to explain complex information – Break down billing details in a way that is easy for patients to understand.

Education Requirements/Preferences

• High School diploma or equivalent required.
• Knowledge of Washington State collection laws
• 3 years of medical and/or dental insurance benefits verification and 3 years related work experience in collections.
• (Preferred) 3 years administrative experience in a medical facility, health insurance verification, customer service, call center or related area.
• (Preferred) Associates degree or in health or human services related field

About Neighborcare Health:
Since 1968, Neighborcare Health has been removing barriers to health care for our neighbors. We believe everyone deserves a place to call their health care home, where a team of medical, dental and mental health professionals work in collaboration with each patient to develop a personal health improvement plan.

We are one of the largest providers of primary medical, dental and behavioral health care services in the Seattle area serving low-income and uninsured families and individuals, seniors on fixed incomes, immigrants, and people experiencing homelessness. Each year we care for nearly 60,000 patients at our nearly 30 non-profit medical, dental and school-based clinics. We ask everyone to pay what they can, but no one is turned away due to inability to pay.

Our clinics are located in neighborhoods where health disparities are the greatest, and our care teams, who speak over 55 languages and dialects, are as diverse as our patients. No matter who you are, or where you come from, regardless of your insurance, income or immigration status, you are welcome at Neighborcare Health.

Learn more about us here.

The full job description is available upon request.