Patient Financial Services Specialist

Patient Financial Services Specialist (RCM)

Reports To: Lead Revenue Cycle Locations Hiring From: Arizona, Delaware, Florida, Georgia, Idaho, Indiana, Louisiana, Missouri, New Hampshire, North Carolina, South Carolina, Tennessee, Texas, Vermont, Virginia ONLY. Must currently reside and plan on residing in the entire employment. Schedule: Monday- Friday 9-6pm EST or 11- 8pm EST Employment Type: Full-Time

As a Patient Financial Services Specialist, you will be responsible for managing the full patient financial experience by supporting billing inquiries, payment resolution, account follow-up, and collection activities. This role helps patients understand their statements, insurance coverage, financial responsibility, payment options, and Oshi's unique billing model while providing a clear, professional, and empathetic experience.

You will collaborate closely with Accounts Receivable, Eligibility & Benefits, Finance, Clinical Operations, and other cross-functional teams to resolve patient billing issues, improve payment outcomes, and support scalable patient financial processes. This role also helps identify trends, improve workflows, and enhance the overall patient experience throughout the revenue cycle.

What You'll Do: Key Responsibilities

• Serve as the primary point of contact for patients regarding billing, statements, claims, balances, payments, and financial responsibility through phone, email, chat, and other communication channels.

• Educate patients on insurance coverage, out-of-pocket costs, statements, payment options, and Oshi's billing model in a clear, professional, and empathetic manner.

• Manage assigned patient accounts receivable to drive timely resolution of outstanding balances.

• Conduct proactive outreach to patients regarding unpaid balances, billing questions, payment arrangements, and next steps.

• Assist patients with establishing payment plans and navigating available payment options.

• Research and resolve patient billing issues, payment discrepancies, and account questions by partnering with internal teams.

• Support collection efforts, including management of aging patient balances, bad debt accounts, and escalation workflows.

• Maintain accurate documentation of patient interactions, account activity, payment arrangements, and resolution outcomes.

• Support the development and optimization of patient collection strategies, including credit card on file programs, payment workflows, and collection technology solutions.

• Monitor patient AR performance, including aging, collections activity, payment trends, and other key metrics; provide insights and recommendations to leadership.

• Analyze patient billing trends and recurring issues to identify opportunities for process improvement and enhance the patient's financial experience.

• Collaborate with Eligibility & Benefits, Accounts Receivable, Clinical Operations, and other stakeholders to resolve coverage, billing, and payment issues.

• Support month-end reporting, reconciliation activities, and other operational needs related to patient AR.

• Ensure compliance with organizational policies, HIPAA, payer requirements, and healthcare billing regulations.

What We're Looking For: Qualifications & Requirements

Required

• 2+ years of experience in healthcare revenue cycle, patient financial services, medical billing, or patient accounts receivable.

• Experience