AR Specialist - Patient Support
Remote
About Diana Health
Diana Health is a high-growth network of modern women's health practices. We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers. The result is an individualized, comprehensive care program that puts women in the driver's seat of their own health and provides them with the information and compassionate care they need to reach their health goals.
We are an interdisciplinary team joined together by our shared commitment to transform women's health. Come join us!
Role Description
The Patient Financial Services Specialist is a compassionate, patient-centered role focused on supporting Diana Health patients throughout their financial care journey. This position serves as a dedicated resource for patients navigating their account balances, payment options, and financial assistance programs ensuring every woman feels supported, respected, and empowered when it comes to the financial side of her care.
The ideal candidate brings strong communication skills, a warm and professional demeanor, and a genuine commitment to patient advocacy. This is not an insurance billing or claims role it is entirely focused on the patient experience and ensuring accessible, compassionate financial support for the women we serve.
In this role you will:
Patient Communication & Support
- Serve as the primary point of contact for patient inquiries related to billing statements, account balances, and financial policies
- Manage inbound patient phone calls and portal/secure messages with professionalism, empathy, and timely follow-through
- Handle patient escalations with care and composure, resolving concerns or routing to appropriate leadership when needed
- Communicate clearly about patient financial responsibility, explaining charges in plain language that is easy to understand
Payments & Payment Plans
- Process patient payments accurately via phone, portal, and other approved payment channels
- Set up and manage patient payment plans in accordance with Diana Health policies, ensuring payment arrangements are documented and tracked
- Monitor payment plan adherence and proactively follow up with patients to support successful completion
- Maintain accurate and thorough documentation of all account activity and patient communications
Financial Assistance
- Educate patients about available financial assistance programs and eligibility criteria
- Guide patients through the financial assistance application process with compassion and clarity
- Review and process financial assistance applications in accordance with established policies
- Collaborate with internal teams to ensure timely decisions and a seamless patient experience throughout the assistance process
General Responsibilities
- Comply with all revenue cycle and patient financial services policies and procedures
- Maintain strict confidentiality and HIPAA compliance in all patient interactions and documentation
- Prioritize tasks effectively to meet response time standards and patient experience goals
- Accurately track daily activity and meet department productivity standards as defined by management
- Support special projects and initiatives as assigned by Manager or Supervisor
Knowledge, Skills, & Abilities:
Communication Skills
- Exceptional verbal and written communication skills with the ability to convey financial information clearly and compassionately
- Ability to actively listen, understand patient concerns, and respond with empathy and professionalism
- Skilled at de-escalating sensitive conversations and maintaining a calm, respectful tone
- Ability to present information effectively in one-on-one patient interactions
Mathematical Skills
- Ability to accurately calculate payments, balances, interest, and discount amounts
- Comfortable reading and explaining financial statements and tabular data
Computer & Technical Skills
- Proficiency in Electronic Medical Records (EMR) and patient billing systems
- Proficiency in Microsoft Office applications, including Word, Outlook, and Excel
- Comfortable with patient payment portals, email platforms, and standard healthcare computer applications
Patient Advocacy & Customer Service
- Strong commitment to patient advocacy listening attentively, addressing concerns promptly, and always treating patients with dignity and respect
- Ability to work effectively with a diverse patient population and adapt communication style to individual needs
- Alignment with Diana Health's mission to empower women and deliver care that is compassionate, accessible, and individualized
Qualifications:
- High school diploma or GED required
- 2+ years of experience in patient financial services, patient billing, or a related healthcare customer service role
- Experience processing payments, setting up payment plans, and assisting patients with financial assistance programs preferred
- Demonstrated ability to handle sensitive financial conversations with empathy and professionalism
- Detail-oriented with strong aptitude for accuracy in data entry and account documentation
- Proven effective verbal, listening, and written communication skills
- Ability to work collaboratively across teams in a fast-paced, mission-driven environment
Benefits
- Competitive compensation
- Medical, dental & vision plans, with an HSA/FSA option
- 401(k) with employer match
- Paid time off
- Paid parental leave
Diana Health Culture
- Having a growth mindset and striving for continuous learning and improvement
- Positive, can do / how can I help attitude
- Empathy for our team and our clients
- Taking ownership and driving to results
- Being scrappy and resourceful
