RCM Patient Billing Liaison

Key Responsibilities

• Manage and respond to all patient billing inquiries received through email and Smartsheet platforms.
• Collaborate with the full RCM team to investigate and resolve billing concerns within a 48-hour timeframe.
• Document all account activity, updates, and resolutions thoroughly and accurately.
• Communicate directly with patients and/or practice managers as needed to resolve issues or provide updates.
• Support front-end, back-end, and Patient AR call center teams with outbound patient communication via phone, email, and other channels.
• Aid in soft collections efforts, ensuring a professional and patient-centered approach.
• Identify, track, and analyze billing inquiry trends; prepare and report findings to leadership.
• Work closely with Operations and Revenue teams to ensure alignment and continuous process improvement.

Qualifications & Requirements

• Minimum of 3 years of experience in revenue cycle management, including denials management and working with all payer types.
• Minimum of 3 years of call center experience, including collections.
• Minimum of 2 years of coding experience preferred, not required.
• Strong knowledge and hands-on experience with Allscripts and eClinicalWorks (eCW) required.
• Advanced proficiency in Microsoft Office Suite (Excel, Outlook, Word, etc.).
• Excellent multitasking, organizational, and time management skills.
• Strong written and verbal communication skills with a high level of professionalism.
• Ability to work collaboratively in a fast-paced environment while meeting strict deadlines.

Core Competencies

• Attention to Detail & Quality Assurance – Ensures accuracy, consistency, and high standards in all work outputs.
• Problem Solving & Critical Thinking – Analyzes issues effectively and implements practical, well-informed solutions.
• Client-Centric Service & Relationship Management – Delivers responsive, high-quality service while building and maintaining positive relationships.
• Accountability & Results Orientation – Takes ownership of responsibilities and consistently meets commitments and performance expectations.
• Communication, Collaboration & Teamwork – Communicates clearly, works effectively with others, and contributes to a positive team environment.

Work Environment

This role operates within a collaborative RCM environment, supporting multiple departments and requiring frequent interaction with internal teams and external patients.

Performance Expectations

• Meet or exceed 48-hour resolution turnaround time for all assigned inquiries.
• Maintain accurate and complete documentation for all accounts handled.
• Demonstrate consistent professionalism in all patient and internal communications.
• Provide regular reporting on trends and contribute to process improvement initiatives.