Patient Financial Services Representative

JOB SUMMARY

The Patient Financial Services Representative (PFSR) is responsible for managing the day-to-day patient requests for billing, medical records, and insurance medical billing records requests via phone, email, or mail-in requests. PFSR is responsible for providing patient payment options, financial aid applications, and collecting payments, all while ensuring compliance with healthcare regulations and providing excellent customer service.

 Avero Diagnostics operates on a 24/7/365 basis; individuals may be required to work various shifts, including days, nights, weekends, and holidays. It is required to have schedule flexibility with and without advanced notice.

 ESSENTIAL JOB DUTIES

• Patient registration and verification, and other updates to patient medical records.
• Explaining patient copays, co-insurance, deductibles, and other out-of-pocket expenses based on the patient’s insurance coverage.
• Processing payments to include credit card and electronic payments and directing patients to use the system's direct portals for billing and payment applications.
• Foster effective communication and collaboration with other departments to coordinate tasks and resolve issues as necessary.
• Initiating gentle collection efforts for outstanding balance.
• Providing clear and effective instructions and qualifications to patients who request to apply for financial assistance.
• Always maintain a professional attitude and appearance.

 EDUCATION/CERTIFICATION/LICENSE 

• High School Diploma or equivalent required.
• Active and valid US State-Issued Driver’s License with acceptable motor vehicle record as defined and approved by our vehicle insurance carrier. 
• Excellent communication and interpersonal skills to clearly explain complex financial information to patients.

 EXPERIENCE

• Minimum 1 year of experience required:
  1. Basic understanding of medical terminology.
  2. Proven experience in a fast-paced environment.
  3. Extensive experience in high-demand patient and insurance operations, with a strong understanding of company services and policies.
• Laboratory and/or healthcare environment experience is a plus.

 KNOWLEDGE, SKILLS, AND ABILITIES 

• Maintains confidentiality at all levels and consistently acts with high integrity.
• Demonstrates patience, and approachability, and sets a positive tone for team behavior, work ethic, quality, and overall performance, focusing on team success over individual achievement.
• Consistently delivers high-quality work on time and takes responsibility for outcomes.
• Builds and sustains effective relationships with team members across all organizational levels.
• Exhibits professional communication abilities, including listening, writing, and speaking fluently and effectively in English.
• Works effectively both collaboratively within a team and independently with minimal supervision.
• Thrives in fast-paced, high-growth environments, managing competing priorities and frequent interruptions with ease.
• Functions as a responsible, organized self-starter with excellent time management, follow-through, and a commitment to continuous learning and improvement.
• Possesses strong analytical and research skills with a proactive approach to identifying, assessing, and resolving complex challenges and processes.
• Demonstrates effective facilitation, negotiation, and conflict resolution skills.
• Skilled in utilizing various software applications, including MS Windows, Outlook, Word, Excel, and healthcare databases/systems.
• Maintains regular, reliable attendance and punctuality.
• Maintains a professional appearance, communication style, and demeanor.

 WORKING CONDITIONS

• This position operates typically remotely only but if onsite in a fast-paced office and lab environment, requiring adherence to daily workload demands, potential exposure to chemicals, and the use of personal protective equipment and universal precautions.
• The role involves regular use of standard office equipment, including computers, printers, phones, and mobile devices, in a work environment with noise levels ranging from moderate to loud.

PHYSICAL REQUIREMENTS

• The position may require exerting up to 20 pounds of force occasionally, 10 pounds frequently, and negligible force constantly to move objects.
• Regular activities include talking, hearing, sitting, standing, walking, using hands to handle or feel, grasping, reaching, and performing repetitive movements with wrists, hands, and fingers.
• Specific vision abilities include close visual acuity and the ability to adjust focus for tasks such as data analysis, reading reports, transcribing, viewing computer monitors, and legally operating a motor vehicle.
• Avero is an equal-opportunity employer and strives to provide a workplace free of discrimination and harassment. We are committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with applicable laws.

The duties and responsibilities outlined in this job description are intended to provide a general overview of the primary functions, required knowledge and skills, and scope of responsibility for the role. This is not an exhaustive list of all job requirements, and employees may be asked to perform additional duties, work various shifts, or assist in other areas to cover absences, manage peak workloads, or balance staffing needs. These job details are not intended to create an employment contract and are subject to change at the employer's discretion.