[Hiring] Financial Client Services Specialist @The Recovery Village

Role Description

The Financial Client Services Specialist provides centralized, patient-centered financial counseling and upfront patient collections for all Advanced Recovery Systems Outpatient and Intensive Outpatient (IOP) facilities, including both affiliated and stand-alone sites. This position focuses solely on financial and insurance responsibilities.

• Serve as the centralized financial point of contact for patients and responsible parties at all Outpatient and IOP facilities, providing services virtually by telephone, video, and secure electronic communication.
• Complete insurance eligibility and benefit verification for all assigned Outpatient patients prior to or at admission.
• Identify coverage details including deductibles, copays, coinsurance, out-of-pocket maximums, coordination of benefits, network status, and pre-authorization requirements.
• Calculate and provide accurate estimates of patient financial responsibility and educate patients on insurance benefits, billing expectations, financial policies, and available payment options.
• Collect applicable private-pay fees, copays, deductibles, and other patient responsibility upfront and within 24 hours of admission.
• Ensure patients sign the “Notice of Standard Billing Practices/Acknowledgement” and all pertinent financial forms within 72 hours of admission.
• When copays or deductibles cannot be collected, have the patient complete an “Advance Repayment Agreement” for monies advanced.
• Process credit card and other payments through approved virtual payment terminal systems and maintain accurate daily payment records.
• Maintain accurate and timely financial documentation in the EHR.
• Monitor insurance coverage throughout the treatment episode and re-verify benefits for coverage changes.
• Collaborate with Outpatient facility leadership, Admissions, Business Development, Utilization Review, and Revenue Cycle Management.
• Submit weekly deposit reconciliation to Revenue Cycle Management or the designated facility representative.
• Meet established performance expectations for verification turnaround, upfront collections, financial form completion, and timely documentation.
• Escalate significant financial, coverage, payment, or documentation barriers to the Program Director/Coordinator and National Director of Outpatient Services.

Qualifications

• Minimum of a High School diploma required.
• Associate or Bachelor’s degree in finance, accounting, business, healthcare administration, or a related field is preferred.
• Experience working in a remote setting.
• Minimum two years of experience in healthcare financial counseling, insurance verification, patient access, patient collections, or revenue cycle preferred.
• Experience in behavioral healthcare or outpatient settings preferred.

Requirements

• Provide strong customer service by promptly answering and returning patient and family calls and inquiries.
• Track and follow up on information requests from patients, facility leadership, and the National Director of Outpatient Services.
• Assist with month-end close, reporting, and reconciliation activities as needed.
• Support standardization of financial counseling and collection workflows across all Outpatient sites.
• Attend required virtual team, operational, and individual check-in meetings.
• Accept and incorporate supervisory feedback and adapt to changing workflow, patient, and site needs.
• Maintain professional and technical knowledge through required education, training, and ongoing professional development.
• Maintain strict confidentiality and compliance with HIPAA and other regulatory requirements.
• Perform other duties as assigned to support patient services and organizational operations.

Benefits

• 401(k)
• Paid time off plan
• Medical, dental, vision, and much more