<p>Purpose of the Role</p> <p> </p> <p>Client Partners supporting the Self-Pay Program are responsible for delivering high-quality patient financial services through effective communication, accurate processing, and strict adherence to client-approved policies and workflows. This role requires strong customer service, attention to detail, and compliance discipline to ensure seamless patient experience while meeting client performance expectations.</p> <p> </p> <p>Description of Services</p> <ul> <li> <p>In-Scope Responsibilities: Client Partners are expected to perform the following core functions within the Self-Pay Program:</p> </li><li> <p>Patient Financial Interactions</p> </li><li> <p>Conduct inbound and outbound patient collections using approved scripts, call flows, and established policies.</p> </li><li> <p>Demonstrate knowledge to address patient questions on balances, payment plans, and insurance coverage.</p> </li><li> <p>Process patient payments within the client system and post transactions accurately to patient ledgers.</p> </li><li> <p>Reprocess declined payments.</p> </li><li> <p>Account Management</p> </li><li> <p>Process insurance balance transfers and manual write-offs as required.</p> </li><li> <p>Perform ledger modifications for pre-due date payments resulting in account credits.</p> </li><li> <p>Manage and rework patient accounts, including adjustments to payment plans, updating insurance information, and processing demographic changes.</p> </li><li> <p>Patient Support Services</p> </li><li> <p>Triage patient inquiries and route to appropriate departments.</p> </li><li> <p>Handle requests for itemized statements.</p> </li><li> <p>Support financial assistance applications and provide relevant guidance.</p> </li><li> <p>Manage patient disputes through established resolution processes.</p> </li><li> <p>Out-of-Scope Services: The following functions are not part of the Self-Pay Program scope:</p> </li><li> <p>Credit reporting activities.</p> </li><li> <p>Collection calls beyond patient financial engagement.</p> </li></ul> <p> </p> <p> </p> <p>Key Competencies Required</p> <ul> <li>Strong verbal and written communication skills. </li><li>Working knowledge of healthcare billing, insurance, and patient payment processes. </li><li>Ability to navigate Client systems with accuracy and efficiency. </li><li>High level of integrity, confidentiality, and compliance adherence. </li><li>Problem-solving and conflict resolution skills for handling patient disputes. </li></ul> <p> </p> <p>Performance Expectations</p> <ul> <li>Adherence to quality and compliance standards as defined by the Client. </li><li>Client Partner is expected to demonstrate a clear understanding of how to interpret an Explanation of Benefits (EOB). </li><li>Achievement of patient engagement and resolution targets. </li><li>Consistent documentation of all patient interactions. </li><li>Contribution to a positive and professional patient experience. </li></ul> <p>Hourly Pay Rate</p> <p>$18—$22 USD</p>