Patient Financial Services Specialist

👋 Meet knownwell, weight-inclusive healthcare for all. Join a dynamic company that is changing the way obesity care is delivered. We offer weight management, primary care, nutrition counseling, and health coaching. Our care model combines in-clinic and virtual care to bring support to patients where and when they need it.

Backed by $50M in funding—including a $25M round led by CVS Health Ventures with support from a16z Bio + Health, Flare Capital, MassMutual, and Intermountain Ventures—we’re scaling fast and expanding access to evidence-based obesity care nationwide.

As a Patient Financial Services Specialist, you will be a key point of contact for patients seeking assistance or information regarding our billing and collection services. Your primary responsibility will be to efficiently address patient inquiries, address patient billing concerns, resolve outstanding patient balances, and provide accurate information in a professional and courteous manner through phone, email, and chat communication. You will utilize excellent communication skills (verbal and written), patience, and problem-solving abilities to ensure satisfaction and maintain positive relationships with our patients. This role will also assist in invoice submission for our vendors and any participating clinical trials.

Hours of Operation: 8:30 - 5pm Eastern or Central Time

Schedule: Monday-Friday

Responsibilities:

• Serve as the point of contact for patients regarding billing questions via phone, email, patient portal, 2-way text, and chat platforms.

• Manage patient billing and collections for past medical and clinical appointments using our practice management software (athenahealth).

• Monitor trends in patient inquiries and escalate recurring issues to management for resolutions.

• Accurately posts insurance company and patient payments, including contractual adjustments and denials.

• Clearly interpret and explain insurance coverage and patient financial responsibility.

• Maintain a high level of patient service by ensuring all interactions are handled with empathy, patience, and courtesy.

• Handle patient billing complaints, provide appropriate solutions, and escalate complex issues to the appropriate department or supervisor when necessary.

• Collaborate with the Revenue Cycle Management team to resolve issues related to billing, coding, and workflow.

• Collaborate with team members and other departments to improve overall patient experience and service delivery.

• Support overall functions and projects within the Revenue Cycle Department.

Qualifications:

• Education: High school diploma or equivalent; college degree preferred.

• Experience: Previous experience in patient billing, collections, and healthcare customer service.

• Patient health insurance: Strong understanding of insurance processes, patient eligibility, and claims denial and rejection process.

• Communication: Excellent verbal and written communication skills; able to communicate clearly with patients and team members.

• Patient service: Strong active listening and problem-solving skills, ability to remain calm and composed under pressure.

• Technical skills: Proficiency in using electronic health record software (Athena preferred) and other relevant computer applications.

• Professionalism: Commitment to providing exceptional customer service and representing the company in a professional manner.

• Location: We are unable to sponsor visas currently, so you are authorized to work in the United States.

Pay & Perks:

💻 Fully remote opportunity

🩺 Medical, dental, and vision insurance

📈 401K retirement plan with company match

🏝️ Up to 20 days of PTO per year + company holidays

👶 Up to 14 weeks of parental leave (12 for non-birthing parents) 

🏡 Annual work from home stipend for remote employees

knownwell, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.  Based on current size of the clinic and HIPAA regulation, providers cannot receive care in clinic and provider’s household members cannot receive primary care in the clinic.