At Bristol Health, we begin each day caring today for your tomorrow. For over 100 years, we have been an integral part of our community, dedicated to providing exceptional care and service to our patients, residents, and families. We uphold our values of Communication, Accountability, Respect, and Empathy (C.A.R.E.), and we are proud to be a Magnet® organization and recipient of the 2020 Press Ganey Leading Innovator award.

The Patient Financial Services Specialist plays a critical role by ensuring accurate and timely posting of insurance and patient payments, managing patient-facing interactions, and safeguarding financial integrity. This position combines technical expertise in cash management with exceptional customer service skills to resolve complex billing inquiries and complaints. The role requires collaboration with internal departments, external vendors, and direct engagement with patients to deliver a positive financial experience.

Key Responsibilities

Cash Management & Posting:

• Accurately post and reconcile all insurance and patient payments across Bristol Health entities, ensuring compliance with established financial protocols.
• Manage and safeguard patient cash received from other departments, maintaining strict adherence to cash handling and security procedures.
• Balance daily cash receipts affecting patient accounts and general ledgers using advanced computer systems.
• Review and resolve credit balance accounts, preparing appropriate refund documentation.

Patient-Facing & Customer Service Duties:

• Serve as the primary point of contact for patients with billing inquiries, complaints, and payment needs in a patient-facing environment.
• Provide compassionate, professional assistance to patients seeking resolution of billing issues, including in-person interactions and payment processing.
• Collaborate with the Patient Relations department to address and resolve escalated patient complaints promptly and effectively.
• Coordinate with patient collection vendors as needed to ensure accurate account status and resolution.
• Support patients and management in the charity care and financial assistance application process 

Account Research & Resolution:

• Investigate and resolve discrepancies in payment posting, insurance denials, and unidentified cash accounts.
• Communicate with insurance carriers, hospital and medical group personnel, and patients to clarify and correct account information.
• Maintain detailed logs and documentation for all posting activities and account adjustments.

Compliance & Accuracy:

• Ensure compliance with HIPAA and organizational policies in all patient interactions and financial transactions.
• Apply knowledge of insurance codes, denial codes, and billing procedures to maintain accuracy and minimize errors.
• Monitor aging reports and take proactive steps to prevent delays in account resolution.

Team Support & Miscellaneous Duties:

• Act as a resource and backup for team members within the Revenue Cycle department.
• Answer phones, emails, and in-person inquiries with professionalism and efficiency.
• Contribute to continuous improvement initiatives to enhance patient financial experience and operational efficiency.

• High school diploma or equivalent required; Associate’s degree in Business, Finance, or Healthcare Administration preferred.
• Minimum 5 years of experience in healthcare revenue cycle, patient accounts, or related financial services.
• Strong knowledge of insurance billing, EOB interpretation, and cash handling procedures.
• Excellent communication, problem-solving, and customer service skills.
• Ability to work in a fast-paced, patient-facing environment with high attention to detail and confidentiality.

· Disclaimer

   The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.