Patient Solutions Specialist

About Us

Pinnacle Fertility is a leader in physician-centric fertility care, supporting high-performing fertility clinics and comprehensive service providers nationwide. Guided by our mission of fulfilling dreams by building families, Pinnacle offers compassionate care, innovative technology, and comprehensive fertility treatment services to provide patients with a seamless and personalized journey to parenthood. Learn more at www.pinnaclefertility.com.

About the Role 

The Patient Solutions Specialist is an ideal opportunity for those seeking to be an integral part of a fertility patient’s journey toward becoming a parent. If you are customer service-minded, detail-oriented, compassionate, and enjoy a fast-paced environment with a variety of responsibilities, then this may be the role for you.

The Patient Solutions Specialist position allows you to support patients through the financial aspects of their care while working closely with clinical, administrative, and billing teams to provide a seamless patient experience. In this role, you will help patients understand insurance coverage, financial responsibilities, payment expectations, and available financial resources with professionalism and empathy.

This position is well suited for someone who is a warm, personable, and confident communicator who enjoys engaging with patients by phone, text, and portal message. The ideal candidate will bring a strong customer experience mindset and a genuine desire to help people feel informed, supported, and cared for throughout their fertility journey.

We are seeking a Patient Solutions Specialist to join our dedicated team in Scottsdale, Arizona. This is a full-time position with a Monday-Friday schedule from 8:00 AM to 4:30 PM. This role will begin with a structured onsite training program lasting approximately 6-8 weeks. Following successful completion of training, the position is expected to transition to a hybrid work arrangement.

Key Responsibilities

• Maintain patient accounts by updating personal, financial, and insurance details.
• Verify insurance benefits and eligibility and help determine patient financial responsibilities.
• Obtain and enter referrals, authorizations, and predeterminations.
• Review patient financial history, collect outstanding balances, and escalate unresolved issues as needed.
• Support billing and coding processes to help ensure accurate claim submissions and compliance with applicable requirements.
• Submit daily charge entries for processing.
• Obtain waivers for patients without proper benefits or authorization.
• Review available financing or loan program options with patients who do not have insurance benefits.
• Serve as a liaison between patients, the billing team, and the clinical team to help resolve billing or financial questions.
• Communicate with patients by phone, text, and portal message to provide timely, clear, and compassionate support.
• Communicate financial obligations clearly, professionally, and empathetically.
• Maintain accurate documentation of patient interactions, financial details, and account updates.
• Assist with additional administrative tasks and projects as assigned.

Position Requirements

• Education:
  • High school diploma or equivalent required.
• Experience:
  • Previous experience in customer service, front desk support, call center, healthcare administration, insurance verification, billing, collections, or another patient-facing role preferred.
  • Experience in fertility, healthcare, insurance, billing, or financial counseling is helpful but not required.
• Skills:
  • Warm, personable, and confident communication style with the ability to build trust with patients.
  • Strong customer experience mindset with a genuine desire to help people feel informed, supported, and cared for.
  • Comfortable engaging with patients by phone, text, and portal message.
  • Strong customer service skills and a compassionate, patient-focused approach.
  • Excellent communication, organizational, and problem-solving skills.
  • High attention to detail and ability to follow processes accurately.
  • Ability to learn healthcare systems, insurance terminology, billing workflows, and financial counseling processes.
  • Comfortable discussing financial matters with patients in a clear, professional, and empathetic manner.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Comfort using computers, learning new systems, and documenting information accurately.
  • Ability to work independently in a remote environment after successful completion of onsite training.
• Flexibility:
  
  • Must be able to attend approximately 6-8 weeks of onsite training.
  • The role requires flexibility in supporting multiple U.S. time zones.

Compensation & Benefits:

• Hourly Rate: $19.00-$23.00 per hour, based on experience, skills, and qualifications, plus additional earning potential.
• Benefits: Comprehensive healthcare, dental, vision, and life insurance. Additional perks include generous paid time off (PTO), paid holidays, and a retirement savings program. Detailed information on salary and benefits will be discussed during the interview process.

Diversity & Inclusivity at Pinnacle Fertility

At Pinnacle Fertility, we are committed to fostering a diverse, inclusive, and welcoming workplace. We are proud to be an equal opportunity employer and encourage applicants of all backgrounds, abilities, and life experiences to apply.