RCM Patient Billing Liaison

Description

The RCM Patient Billing Liaison is responsible for managing and resolving all patient billing-related inquiries received via email and Smartsheet submissions from clinic managers. This role serves as a key liaison between patients, practice managers, and the Revenue Cycle Management (RCM) team to ensure timely, accurate, and professional resolution of billing concerns. The Liaison is expected to resolve inquiries within a 48-hour turnaround time while maintaining detailed documentation and clear communication across all stakeholders.

Requirements

Key Responsibilities:

• Manage and respond to all patient billing inquiries received through email and Smartsheet platforms.
• Collaborate with the full RCM team to investigate and resolve billing concerns within a 48-hour timeframe.
• Document all account activity, updates, and resolutions thoroughly and accurately.
• Communicate directly with patients and/or practice managers as needed to resolve issues or provide updates.
• Support front-end, back-end, and Patient AR call center teams with outbound patient communication via phone, email, and other channels.
• Assist with soft collections efforts, ensuring a professional and patient-centered approach.
• Identify, track, and analyze billing inquiry trends; prepare and report findings to leadership.
• Work closely with Operations and Revenue teams to ensure alignment and continuous process improvement.
• Perform other duties as assigned.

Qualifications & Requirements:

• Minimum of 3 years of experience in revenue cycle management, including denials management and working with all payer types.
• Minimum of 3 years of call center experience, including collections.
• Minimum of 2 years of coding experience preferred, not required. 
• Strong knowledge and hands-on experience with Allscripts and eClinicalWorks (eCW) required.
• Advanced proficiency in Microsoft Office Suite (Excel, Outlook, Word, etc.).
• Excellent multitasking, organizational, and time management skills.
• Strong written and verbal communication skills with a high level of professionalism.
• Ability to work collaboratively in a fast-paced environment while meeting strict deadlines.

Core Competencies:

• Attention to Detail & Quality Assurance – Ensures accuracy, consistency, and high standards in all work outputs. 
• Problem Solving & Critical Thinking – Analyzes issues effectively and implements practical, well-informed solutions. 
• Client-Centric Service & Relationship Management – Delivers responsive, high-quality service while building and maintaining positive relationships. 
• Accountability & Results Orientation – Takes ownership of responsibilities and consistently meets commitments and performance expectations.
•  Communication, Collaboration & Teamwork – Communicates clearly, works effectively with others, and contributes to a positive team environment.

Work Environment:

This role operates within a collaborative RCM environment, supporting multiple departments and requiring frequent interaction with internal teams and external patients.

Performance Expectations:

• Meet or exceed 48-hour resolution turnaround time for all assigned inquiries.
• Maintain accurate and complete documentation for all accounts handled.
• Demonstrate consistent professionalism in all patient and internal communications.
• Provide regular reporting on trends and contribute to process improvement initiatives.