AR Specialist - Patient Support

Role Description

The Patient Financial Services Specialist is a compassionate, patient-centered role focused on supporting Diana Health patients throughout their financial care journey. This position serves as a dedicated resource for patients navigating their account balances, payment options, and financial assistance programs — ensuring every woman feels supported, respected, and empowered when it comes to the financial side of her care.

Responsibilities

• Serve as the primary point of contact for patient inquiries related to billing statements, account balances, and financial policies
• Manage inbound patient phone calls and portal/secure messages with professionalism, empathy, and timely follow-through
• Handle patient escalations with care and composure, resolving concerns or routing to appropriate leadership when needed
• Communicate clearly about patient financial responsibility, explaining charges in plain language that is easy to understand
• Process patient payments accurately via phone, portal, and other approved payment channels
• Set up and manage patient payment plans in accordance with Diana Health policies, ensuring payment arrangements are documented and tracked
• Maintain accurate and thorough documentation of all account activity and patient communications
• Educate patients about available financial assistance programs and eligibility criteria
• Guide patients through the financial assistance application process with compassion and clarity
• Review and process financial assistance applications in accordance with established policies
• Collaborate with internal teams to ensure timely decisions and a seamless patient experience throughout the assistance process
• Comply with all revenue cycle and patient financial services policies and procedures
• Maintain strict confidentiality and HIPAA compliance in all patient interactions and documentation
• Prioritize tasks effectively to meet response time standards and patient experience goals
• Accurately track daily activity and meet department productivity standards as defined by management
• Support special projects and initiatives as assigned by Manager or Supervisor

Qualifications

• High school diploma or GED required
• 2+ years of experience in patient financial services, patient billing, or a related healthcare customer service role
• Experience processing payments, setting up payment plans, and assisting patients with financial assistance programs preferred
• Demonstrated ability to handle sensitive financial conversations with empathy and professionalism
• Detail-oriented with strong aptitude for accuracy in data entry and account documentation
• Proven effective verbal, listening, and written communication skills
• Proven ability to work collaboratively across teams in a fast-paced, mission-driven environment