Job Description

Working collaboratively with Patient Experience and operational teams, the Patient Revenue Recovery Specialist reviews and resolves patient balances, investigates account discrepancies, supports coordination of benefits and financial assistance workflows, establishes and monitors payment arrangements, and provides clear education regarding balances and payment responsibilities. The position balances revenue recovery with empathy, professionalism, accuracy, and timely account resolution.

Core Competencies

• Patient Communication — Explains account balances, payment responsibilities, and resolution options clearly, respectfully, and professionally.

• Account Resolution — Investigates patient account issues and coordinates corrections, adjustments, and follow-up to achieve timely resolution.

• Patient Revenue Recovery — Supports collection of patient responsibility balances while maintaining a service-focused approach.

• Financial Counseling Support — Assists with payment arrangements, financial assistance workflows, and patient financial questions within established guidelines.

• Coordination of Benefits — Supports investigation and correction of benefit-order or coverage discrepancies affecting patient balances.

• Accuracy & Attention to Detail — Reviews account activity, balances, adjustments, and supporting information carefully to ensure accurate outcomes.

• Problem Solving — Identifies account barriers, researches root causes, and coordinates practical solutions across teams.

• Empathy & Professionalism — Balances revenue recovery expectations with sensitivity to patient circumstances and a consistently positive service experience.

Essential Duties & Responsibilities

Patient Balance Resolution

• Review patient financial responsibility balances for accuracy, status, and appropriate next steps.

• Investigate and support correction of patient account issues, balance discrepancies, posting errors, and other account-resolution barriers.

• Support coordination of benefits investigations and partner with appropriate teams to resolve coverage-order discrepancies.

• Ensure account actions, communications, and resolution steps are documented accurately and consistently.

• Escalate complex or unresolved patient account issues to the Team Lead or appropriate operational partner.

Financial Assistance Support

• Review accounts impacted by approved or pending financial hardship and assistance programs in accordance with established workflows.

• Ensure approved financial assistance is appropriately reflected on patient accounts.

• Coordinate account adjustments, corrections, or follow-up actions with designated operational teams as required.

• Provide patients with clear guidance regarding available support pathways and next steps within role authority.

Payment Recovery & Arrangements

• Manage patient payment follow-up for outstanding financial responsibility balances.

• Establish and monitor payment arrangements in accordance with approved policies and guidelines.

• Resolve patient questions or concerns regarding outstanding balances, payment status, and account activity.

• Identify opportunities to accelerate appropriate patient reimbursement while maintaining a respectful patient experience.

• Escalate payment-plan exceptions or unresolved recovery barriers as appropriate.

Patient Experience Partnership

• Collaborate closely with Patient Experience and operational teams to resolve patient financial concerns and account issues.

• Provide clear, accurate education regarding account balances, payment responsibilities, payment arrangements, and resolution status.

• Communicate with empathy and professionalism, particularly when working with patients experiencing financial hardship or account frustration.

• Coordinate across Revenue Integrity, Billing, Order Management, and other teams when patient account resolution requires cross-functional support.

• Identify recurring patient-account themes and share opportunities for workflow, communication, or service improvement.

Success in this role will be measured against the following Key Performance Indicators (KPIs) once performance benchmarks and baseline expectations have been established

• Patient Balance Resolution Rate

• Payment Plan Success Rate

• Collection Performance

• Patient Satisfaction Metrics

• Account Resolution Timeliness

Experience & Education

• Two (2)+ years of healthcare billing, collections, patient accounts, patient financial services, or comparable revenue cycle experience.

• Strong customer service skills with demonstrated ability to communicate financial information clearly and professionally.

• Working knowledge of patient financial responsibility, account-resolution, payment-plan, and healthcare billing workflows.

• Experience researching account discrepancies, coordinating corrections, and documenting resolution activity.

• Ability to work effectively with patients, Patient Experience teams, and cross-functional operational partners.

• Strong written and verbal communication skills with a high degree of empathy, discretion, and professionalism.

• Strong organizational, problem-solving, and attention-to-detail skills with the ability to manage multiple accounts and priorities.

• Experience with DME/HME, healthcare revenue cycle systems, patient-account platforms, payer portals, or Microsoft Office preferred.