Patient Financial Navigator I

Key Responsibilities

• Respond to a high volume of inbound patient calls, secure messages, and outbound follow-up contacts regarding billing inquiries, payment arrangements, and account information.
• Clearly and accurately explain charges, payments, adjustments, and statements following established scripts and departmental guidelines.
• Process patient payments over the phone and assist patients with navigating the online payment portal.
• Set up standard, pre-defined payment plans in accordance with hospital policy.
• Resolve standard Epic workqueue assignments, including statement holds, returned mail processing, and demographic updates, using prescribed procedures.
• Process patient requests for itemized statements and other billing documents.
• Verify and update patient demographic and insurance information within the EHR system to support billing accuracy.
• Develop foundational knowledge of common insurance products, coverage types, and provider/facility participation status.
• Serve as an internal quality and overflow resource during the outsourced vendor (Huron) transition, handling inquiries that require institutional knowledge or system-specific expertise.
• Maintain and improve first-contact resolution, meeting established key performance indicators (KPIs) for productivity, call quality, and first-contact resolution.
• Adhere to all HIPAA regulations and hospital policies regarding patient confidentiality.

What You Will Be Doing

Emp Status: Regular Full time
Work Shift: N/A
Compensation Range: The base pay scale for this position is $23.35 - $35.51. In addition, this position will be eligible for additional benefits consistent with the role. The salary of the finalist selected for this role will be determined based on various factors, including but not limited to: scope of role, level of experience, education, accomplishments, internal equity, budget, and subject to Fair Market Value evaluation.