Client Partner

Purpose of the Role

Client Partners supporting the Self-Pay Program are responsible for delivering high-quality patient financial services through effective communication, accurate processing, and strict adherence to client-approved policies and workflows. This role requires strong customer service, attention to detail, and compliance discipline to ensure seamless patient experience while meeting client performance expectations.

Description Of Services

• In-Scope Responsibilities: Client Partners are expected to perform the following core functions within the Self-Pay Program:
• Patient Financial Interactions
• Conduct inbound and outbound patient collections using approved scripts, call flows, and established policies.
• Demonstrate knowledge to address patient questions on balances, payment plans, and insurance coverage.
• Process patient payments within the client system and post transactions accurately to patient ledgers.
• Reprocess declined payments.
• Account Management
• Process insurance balance transfers and manual write-offs as required.
• Perform ledger modifications for pre-due date payments resulting in account credits.
• Manage and rework patient accounts, including adjustments to payment plans, updating insurance information, and processing demographic changes.
• Patient Support Services
• Triage patient inquiries and route to appropriate departments.
• Handle requests for itemized statements.
• Support financial assistance applications and provide relevant guidance.
• Manage patient disputes through established resolution processes.
• Out-of-Scope Services: The following functions are not part of the Self-Pay Program scope:
• Credit reporting activities.
• Collection calls beyond patient financial engagement.
  

Key Competencies Required

• Strong verbal and written communication skills.
• Working knowledge of healthcare billing, insurance, and patient payment processes.
• Ability to navigate Client systems with accuracy and efficiency.
• High level of integrity, confidentiality, and compliance adherence.
• Problem-solving and conflict resolution skills for handling patient disputes.
  
  

Performance Expectations

• Adherence to quality and compliance standards as defined by the Client.
• Client Partner is expected to demonstrate a clear understanding of how to interpret an Explanation of Benefits (EOB).
• Achievement of patient engagement and resolution targets.
• Consistent documentation of all patient interactions.
• Contribution to a positive and professional patient experience.
  
  

Hourly Pay Rate

$18 - $22 USD