Patient Financial Counselor I

Tier I - Patient Financial Counselor is responsible for proactively contacting patients that have been seen in WellStreet clinics to resolve a patient owed outstanding balances prior to sending accounts to an external collection agency. This role requires excellent empathetic communication and negotiation skills, attention to detail, and ability to work in a fast-paced environment.

** Schedule will be Tuesday - Friday and Saturday. Tuesday through Friday 12pm-8pm and Saturday 9am-5pm **

Duties and Responsibilities:

• Contact patients via phone, email, text, and mail to resolve patient owed outstanding balances.
• Utilize EMR system to review and update patient information. Maintain accurate records of patient interactions.
• Understanding of insurance contractual agreements & communicating to patients their responsibility
• Research and resolve billing discrepancies and patient inquiries.
• Identify and escalate complex accounts to supervisor/manager.
• Negotiate payment arrangements and settlements with guarantor/patient.
• Process payments and update patient records.
• Interfacing with clinic staff on patient billing issues
• Meet or exceed productivity and quality standards.
• Support all other functions of the Revenue Cycle Team
• Additional tasks required by leadership and/or company

Minimum Qualifications:

• 1+ years of experience in patient billing, patient calls, and collections
• 1+ years of experience in understanding the policies of insurance companies and how they impact the patient
• Motivated, dependable, and flexible with the ability to handle periods of stress and pressure
• High School diploma or equivalent

Required Skills:

• Demonstrated, hands-on experience and operational knowledge across all four regions—Piedmont Urgent Care (GA), Prisma Health Urgent Care (SC), Corewell Health Urgent Care (MI), and University Hospitals Urgent Care (OH)—with the ability to immediately function across them with minimal ramp-up.
• Attention to detail, critical thinking, and problem-solving skills
• Strong written and verbal communication
• Knowledge of company policies
• Time management and organizational skills
• Ability to maintain a consistent teamwork mentality
• Computer and MS Office Skills (Familiar with Excel)
• Experience with electronic health records (EMRs) and patient engagement platforms.
• Strong interpersonal skills and ability to hold others accountable
• Ability to motivate, support, and create positive work environment
• Extremely organized with a strong attention to detail

Recommended Skills for Success:

• Experience in handling high volume patient phone calls with patience and continuity
• Ability to be patient, understanding, and empathetic while maintaining the collections approach
• Knowledge of insurance payers, insurance verification, the AR/revenue billing lifecycle and appealing denied claims
• Energy, enthusiasm, and the ability to work under pressure in a high volume, fast paced, start-up environment
• Ability to work within a team environment and maintain a positive attitude
• Excellent documentation, verbal, and written communication skills as it relates to patient responsibility and collecting patient balances
• Ability to communicate directly with patient while handling conflict in a professional manner

INDmisc

Experience

Preferred

• 1 - 3 years: Collection
• 1 - 3 years: Billing

Education

Preferred

• High School or better

Equal Opportunity Employer
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