[Hiring] Patient Financial Experience Representative @Signature Performance, Inc.

Role Description

You are a person who is passionate about providing personalized service while supporting accurate account resolution, financial performance, and the unique needs of rural healthcare communities. We need someone who is a strong communicator, solution-oriented, and committed to creating a positive patient financial experience. In the role of Patient Financial Experience Representative, you will be responsible for:

• Handling inbound and outbound patient communications.
• Resolving billing and insurance inquiries.
• Facilitating payments and payment arrangements.
• Connecting patients with available financial assistance resources.

About The Position:

• Manage inbound and outbound patient and guarantor calls regarding hospital statements, insurance processing, patient balances, self-pay accounts, payment options, and billing concerns.
• Explain account balances, insurance payments, patient responsibility, and available next steps in clear, respectful, patient-friendly language.
• Collect and securely process patient payments, offer approved payment arrangements, and follow established self-pay collection practices and applicable consumer-protection requirements.
• Identify potential eligibility for financial assistance or charity care and refer or assist patients in accordance with hospital-specific policies and approved workflows.
• Research accounts in hospital EHR, patient accounting, payment, telephony, and CRM systems; document interactions, commitments, dispositions, and required follow-up accurately.
• Identify billing discrepancies, insurance issues, complaints, or complex accounts; initiate corrections or escalate to the appropriate billing, coding, financial counseling, or leadership team.
• Deliver an exceptional patient experience through empathy, active listening, clear explanations, respect, and de-escalation; take ownership of concerns and pursue first-contact resolution or timely follow-up.
• Balance patient experience, financial accuracy, appropriate self-pay account resolution, quality, compliance, and productivity; never prioritize collection activity over respectful and compliant patient treatment.
• Follow hospital-specific policies, approved scripting, identity verification, HIPAA/privacy requirements, and applicable federal and state regulations governing patient financial communications.
• Maintain assigned system access, complete required training, and collaborate with teammates across hospital partners and shared services.
• Remain available through scheduled shifts and resolve, document, or appropriately hand off active calls before logging off.

Qualifications

• High school diploma or GED required.
• One to two years of experience in healthcare revenue cycle, hospital patient financial services, patient billing, self-pay collections, or a comparable patient-facing financial service role; equivalent relevant experience considered.
• Demonstrated customer service skills, including empathetic communication, active listening, problem-solving, service recovery, and the ability to explain complex financial information clearly.
• Ability to research patient accounts, navigate multiple systems, document interactions accurately, and manage sensitive financial conversations with professionalism and discretion.
• Experience with hospital patient accounting or EHR systems, insurance terminology, self-pay collections, payment plans, and account resolution.
• Knowledge of financial assistance workflows, patient estimates, HIPAA, and consumer financial communication requirements.
• Experience delivering high-quality patient or customer service while meeting contact center quality, first-contact resolution, and productivity expectations.
• Must be open to coaching, willing to take direction, receptive to constructive feedback, demonstrate a willingness to learn, and continuously adapt to meet evolving operational and client needs.

Requirements

• Experience working with rural or critical access hospitals, including an understanding of the unique patient financial needs and service expectations of rural healthcare communities.

Benefits

• Health Insurance
• Fully Paid Life Insurance
• Fully Paid Short- & Long-Term Disability
• Paid Vacation
• Paid Sick Leave
• Paid Holidays
• Professional Development and Tuition Assistance Program
• 401(k) Program with Employer Match

Security Requirements

• U.S. Citizenship or naturalized citizenship is required for this position.
• All work on all positions at Signature Performance must be completed in the continental United States, Alaska, or Hawaii.
• Signature Performance requires candidates to participate in interviews with their camera enabled.
• Interviews may be recorded for evaluation, training, quality assurance, and hiring purposes.
• These requirements are applied consistently to all applicants and are a condition of participation in the selection process.