Member Financial Services Specialist
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Job Description
Financial Services Specialist at Eleanor Health providing financial counseling to community members. Managing insurance issues and enhancing member experience in a dynamic healthcare environment.
Responsibilities:
- Act as financial counselor to community members by explaining their benefits and financial responsibility in a clear, concise manner
- Set appropriate expectations with community members regarding Eleanor Health policies for payment
- Handle communication effectively and demonstrate empathy with all community members
- Resolve community member issues and questions related to their outstanding balance and insurance coverage; ensure plan for payment is established, documented, and upheld
- Demonstrates strong expertise in managing the complexities of financial clearance, with confidence in assisting members across multiple communication channels, including phone, secure messaging, and email.
- Comfortable engaging with diverse and often complex populations, consistently exhibiting patience, sound judgment, and strong problem-solving abilities.
- Committed to delivering high-quality service and a positive member experience in every interaction.
- Assess current workflows and surface opportunities to drive efficiency and improve performance against key metrics
- Collect outstanding community member balances
- Collaborate and communicate with RCM, Clinic, and Access teams to ensure shared understanding of opportunities to enhance processes and barriers to success
- Utilize data to inform prioritization of work
- Research and respond to insurance denials
- Review insurance remittances for rejections and respond with corrective action
- Fax, scan or email correspondence to patients
- Attend weekly team meetings and monthly staff meetings
- Assist in training new team members when appropriate
- Perform other duties as assigned by manager
Requirements:
- Minimum of 3 years’ experience working in a healthcare customer service role, with focus on resolving financial issues while providing high quality customer experience
- Strong communication skills
- Ability to work in a busy, high-volume environment
- Knowledge of billing and collection practices required
- Experience with claims follow up, processing patient payments, reading and understanding insurance correspondence and EOBs
- The ability to work in a fast-paced and sometimes ambiguous environment
- Preferred : Behavioral Health and substance use disorder experience preferred
- Experience with value-based care or alternative payment models preferred
- Athena experience preferred
Benefits:
- Generous Paid Time Off (prorated for new employees) - unplug, relax, and recharge!
- 12 Vacation days
- 12 Wellness (Sick) days
- 3 Floating holidays
- 9 Company-observed holidays
- Jury Duty, Voting Leave, and other forms of paid time off may be available
- Eleanor-paid medical and dental insurance plans, with affordable vision coverage - We are a health first company, and we strive to make our plans affordable and accessible.
- 401(k) plan with 3% match - We are excited to be able to support the long-term financial well-being of our team in a way that reinforces Eleanor’s commitment to equity.
- Short-term disability - We understand that things happen, we want you to feel comfortable to take time to get better.
- Long Term Disability - Picks up where Short Term Disability leaves off (employee paid).
- Life Insurance - Both Eleanor and employee-paid options are available.
- Family Medical Leave - Eleanor Health’s Paid Family & Medical Leave (“PFML”) is designed to provide flexibility and financial peace of mind for approved family and medical reasons such as the birth, adoption, or fostering of a child, and for serious health conditions that you or a family member/significant other might be facing.
- Wellness Perks & Benefits - Mental Health is important to us and we want our employees to have the accessibility you deserve to talk things through, zen with a mindfulness app, or seek assistance from health advocates
- Mindfulness App Reimbursement
- EAP with eight face-to-face sessions
- Virtual health and wellness visits covered by our medical plan.
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