Financial Counseling Specialist

POSITION SUMMARY:

We are looking for a compassionate and detail-oriented Financial Counseling Patient Success Specialist to join our growing team. In this vital role, you will support patients throughout their care journey by delivering personalized financial guidance and responsive, high-quality service. You will help patients navigate insurance-related costs for testing services, clarify billing questions, and connect them with available financial resources, ensuring a smooth and reassuring experience at every step. The ideal candidate brings a strong foundation in financial counseling and/or RCM, excellent communication and problem-solving skills, and a deep commitment to patient-centered care.

PRIMARY RESPONSIBILITIES:

• Serve as a primary point of contact for patients, providing compassionate support on medical billing, insurance, and financial matters.
• Offer personalized financial counseling, including cost estimates for testing based on plan-specific insurance benefits and negotiated rates.
• Clearly explain insurance concepts such as deductibles, copays, coinsurance, and out-of-pocket maximums to help patients make informed decisions.
• Verify insurance coverage and eligibility and assist with benefit investigations to ensure accurate and timely medical billing.
• Educate patients on available financial assistance programs and payment plan options, helping them navigate and access support.
• Respond promptly and empathetically to patient inquiries via phone and email, ensuring a positive and supportive experience.
• Maintain accurate, thorough documentation of all patient interactions in Salesforce CRM.
• Collaborate cross-functionally with medical billing, clinical, and other internal teams to resolve patient concerns and ensure smooth handoffs.
• Identify and escalate recurring issues or process inefficiencies to contribute to continuous improvement of the patient experience.
• This role works with PHI on a regular basis both in paper and electronic form and have access to various technologies to access PHI (paper and electronic) in order to perform the job.
• Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire.
• Must maintain a current status on Natera training requirements.

QUALIFICATIONS:

• Bachelor’s degree or equivalent job experience.
• At least 2+ years of experience in financial counseling, medical insurance billing, and healthcare customer service.
• Experience working in financial billing services, medical billing, healthcare testing, or related fields is a plus
• Proficiency in Salesforce CRM and Google Workspace or equivalent tools.
• Bilingual preferred Bachelor’s degree or equivalent job experience.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent interpersonal, written, and verbal communication skills.
• Empathy, patience, and a service-oriented mindset.
• Highly organized with the ability to manage multiple priorities simultaneously.
• Strong working knowledge of revenue cycle management (RCM) including healthcare insurance plans, benefit structures, and medical billing practices.
• Ability to think strategically as well as execute tactically
• Self-motivation, with the desire and capacity to work both independently and collaboratively
• Must act with a sense of urgency
• Excellent organizational and communication skills (written and verbal)

PHYSICAL DEMANDS & WORK ENVIRONMENT:

• Duties are typically performed in an office setting, however work from home will be an option.
• This position requires the ability to use a computer keyboard, communicate over the telephone and read printed material.
• Duties may require working outside normal working hours (evenings and weekends) at times.

Travel required for this position:

Yes: If yes state anticipated percent for travel: 25%