Patient Financial Advocate
. Also "Other duties and responsibilities as assigned including but not limited to: Work overtime..." etc. We need to decide sections: About the role (intro paragraph). Responsibilities (list of duties). Requirements (maybe qualifications? but they have Qualifications section). Skills maybe separate? The posting has qualifications list (education, experience, skills). Could split into Requirements (minimum qualifications) and Skills (preferred?). But we need to follow instruction: Use headings for section headings e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We should include only those with real content. We have content for About the role (intro). Responsibilities (detailed list). Qualifications (the list under "Qualifications"). Benefits (the "Explore The Advantages Of Joining Our Team" paragraph). Pay (the compensation range). Schedule? Not mentioned except occasional overtime required; but schedule not specified. Could we create Schedule section? The instruction: never create Pay/Schedule/Benefits sections unless posting actually states them. Schedule not stated (no specific hours, shift, etc). So we should not include Schedule. Skills: The qualifications list includes skills like communication, computer proficiency, etc. Could we treat that as Skills section separate from Qualifications? But we already have Qualifications heading; maybe we can put all qualification items under Qualifications. The instruction says prefer a few substantive sections over many thin ones. So we could combine Requirements and Qualifications? But we need to follow headings list; we can include Requirements (maybe minimal qualifications) and Qualifications (preferred). However the posting lumps them together under "Qualifications" with both required and preferred. Could split: Requirements: high school diploma, 2 years physician billing or revenue cycle experience, etc. Qualifications (preferred): 4+ years, call center experience, knowledge of payment plans, certification. But we need to avoid thin sections. Might be okay to have both. But we need to ensure we don't create sections with filler like "commensurate with experience". We have actual content. Let's extract: About the role: The first paragraph(s) before "Key Responsibilities". Let's capture: "Join us at Transformations Care Network (TCN), as we embark on an exciting journey to empower individuals like you to make a difference in the field of behavioral health. We are committed to improving accessibility while raising the standard of care. The Patient Financial Advocate reports to the Patient Services manager, and serves as the primary point of contact for patients regarding billing statements, account balances, and payment options. This role is responsible for answering inbound patient calls, providing clear and compassionate financial explanations, resolving account inquiries, and facilitating timely payment arrangements. This position plays a critical role in enhancing patient financial experiences while supporting the organization’s revenue cycle performance." That's About the role. Responsibilities: The bullet list under "Key Responsibilities" and sub-sections: Patient Support and Account Resolution, Financial Communication and Education, Documentation and Compliance, Performance and Metrics, Other duties and responsibilities as assigned. We need to preserve all substantive info. We'll create a
- with
- items for each duty. Could group but we need to keep details. Let's list each duty: - Answer inbound calls from patients regarding billing statements and account balances. - Explain charges, insurance payments, deductibles, coinsurance, and patient responsibility in a clear and professional manner. - Review patient accounts within NextGen PMS to ensure accurate balance interpretation. - Identify and resolve discrepancies or escalate appropriately when needed. - Set up standard payment plans according to established policies. - Process secure payments and provide receipts or confirmation as required. - Document all patient interactions thoroughly and accurately within the system. - Provide empathetic, non-judgmental support during financial conversations. - Educate patients on insurance processing timelines and benefits explanations. - Communicate financial policies clearly and consistently. - Screen patients for financial assistance eligibility when applicable. - Maintain accurate account notes following standardized documentation guidelines. - Ensure compliance with HIPAA and organizational privacy policies. - Follow established call handling and quality assurance standards. - Protect PCI compliance standards when processing payments. - Meet established service level and quality benchmarks. - Support key metrics including: First-call resolution, Payment plan adherence, Dollars collected per representative, Documentation accuracy. - Maintain knowledge of mental health billing, department policies and procedures. - Develop and maintain positive working relationships with cross-functional teams, teammates and Payor representatives and other key stakeholders. - Consistently meet or exceed the department productivity and quality standards and performance requirements. - Collaborate as needed to identify and resolve underpayments and overpayments. - Other duties and responsibilities as assigned including but not limited to: - Work overtime with little or no notice as needed - Attend team meetings, phone conferences, and training as needed - This position has no supervisory responsibilities. - Occasional Overtime is required as needed for departmental requirements. We could combine last two as separate
- or
. Probably better as
- .
Now Requirements: Minimum qualifications: High school diploma, Minimum 2 years of physician billing or revenue cycle experience, Experience reviewing patient accounts and explaining insurance benefits, Strong verbal communication skills with a patient-centered approach, Basic knowledge of insurance terminology (EOBs, deductibles, coinsurance, etc.), Proficiency in medical practice management systems (NextGen experience preferred), Ability to navigate multiple systems while actively speaking with patients, Self-starter; able to move own workflow along with minimal oversight, Accurate; detail oriented and able to meet tight turnaround times, Strong written, verbal, and interpersonal communication skills, Ability to exercise initiative, judgment and decision-making skills, Intermediate computer skills and proficiency in MS word, excel outlook and database management and internet usage.
We could split some as skills but okay.
Qualifications (preferred): 4+ years of physician billing and accounts receivable in healthcare, Prior call center or high-volume inbound call experience, Knowledge of payment plan structures and financial assistance policies, Familiarity with revenue cycle workflows from charge entry through payment posting, Certified Revenue Cycle Representative or other billing certification.
We could put these under Qualifications heading as preferred.
But we already used Qualifications for required? Might be confusing. Perhaps we use Requirements for mandatory, Qualifications for preferred. Skills maybe not needed.
Benefits: The paragraph under "Explore The Advantages Of Joining Our Team". Let's capture:
"Enjoy competitive compensation and a wide range of benefits, including medical, dental, vision, low-cost virtual care, dependent and domestic partner coverage, 401K, and more, designed to support your well-being and financial security.Immerse yourself in a community united by a deep commitment to enhance mental health and revolutionize patient care.Embrace a journey of continuous learning, guided by seasoned professionals, fostering your career growth in a nurturing environment.Play a pivotal role in reshaping behavioral health, with your efforts directly improving patient lives.Thrive in an environment that celebrates collaborative success, driven by effective communication and unity.Receive comprehensive onboarding and ongoing educational resources, tailored to cultivate your talents and assure your triumph in your role."
We need to keep as prose
. Could split sentences but okay. Pay: The compensation range: "The hourly compensation range for this role is $21 - $24. Actual compensation may vary based on licensure, experience, market-driven enhancements, and incentive opportunities available for this role. These ranges represent our current standard compensation practices and may be adjusted over time to remain competitive and aligned with organizational needs." We'll put in
under Pay heading. Schedule: Not present, so omit. We also need to remove EEO statement and remote work eligibility note? The remote work eligibility note is substantive? It says remote work eligibility: This position is open to candidates across the United States. Based on TCN's current employment requirements, this role is not eligible to be performed in California, Colorado, Illinois, New York, or Oregon. Eligible work locations are subject to change. That is substantive info about location eligibility. Should we include? The instruction says preserve ALL substantive information; do NOT invent or summarize away detail. So we should include that info. Where to put? Could be under About the role or a separate section like "Location" but not in headings list. Since we only allowed headings from list, we could incorporate into About the role as a paragraph, or maybe under Responsibilities? Better to add a short
after About the role maybe as part of About the role. But we must not create new headings not in list. So we can add a paragraph under About the role covering remote work eligibility. We must also remove the EEO statement: "Transformations Care Network is an equal opportunity employer, committed to fostering an inclusive and diverse workplace." That's boilerplate EEO, remove. Also remove duplicated lines? Not seeing duplicates. Now construct HTML. We'll have:
About the role
Join us at Transformations Care Network (TCN), as we embark on an exciting journey to empower individuals like you to make a difference in the field of behavioral health. We are committed to improving accessibility while raising the standard of care. The Patient Financial Advocate reports to the Patient Services manager, and serves as the primary point of contact for patients regarding billing statements, account balances, and payment options. This role is responsible for answering inbound patient calls, providing clear and compassionate financial explanations, resolving account inquiries, and facilitating timely payment arrangements. This position plays a critical role in enhancing patient financial experiences while supporting the organization’s revenue cycle performance.
Remote work eligibility: This position is open to candidates across the United States. Based on TCN's current employment requirements, this role is not eligible to be performed in California, Colorado, Illinois, New York, or Oregon. Eligible work locations are subject to change.
Responsibilities
- Answer inbound calls from patients regarding billing statements and account balances.
- Explain charges, insurance payments, deductibles, coinsurance, and patient responsibility in a clear and professional manner.
- Review patient accounts within NextGen PMS to ensure accurate balance interpretation.
- Identify and resolve discrepancies or escalate appropriately when needed.
- Set up standard payment plans according to established policies.
- Process secure payments and provide receipts or confirmation as required.
- Document all patient interactions thoroughly and accurately within the system.
- Provide empathetic, non-judgmental support during financial conversations.
- Educate patients on insurance processing timelines and benefits explanations.
- Communicate financial policies clearly and consistently.
- Screen patients for financial assistance eligibility when applicable.
- Maintain accurate account notes following standardized documentation guidelines.
- Ensure compliance with HIPAA and organizational privacy policies.
- Follow established call handling and quality assurance standards.
- Protect PCI compliance standards when processing payments.
- Meet established service level and quality benchmarks.
- Support key metrics including: First-call resolution, Payment plan adherence, Dollars collected per representative, Documentation accuracy.
- Maintain knowledge of mental health billing, department policies and procedures.
- Develop and maintain positive working relationships with cross-functional teams