Patient Refunds Specialist

Under the direction of the Manager, Patient Finance & Collections, the Patient Finance Specialist is
responsible for reviewing, managing and processing patient refund requests while ensuring compliance
with company policies and healthcare regulations. This role involves reviewing patient accounts for
overpayments, reconciling balances, and issuing refunds in a timely and accurate manner. The Patient
Finance Specialist will service as the primary point of contact for refund resolution and will be responsible
for SalesForce case management. The ideal candidate will have strong attention to detail, excellent
communication skills, and experience in medical billing or accounts receivable.

Primary Job Duties:

• Responsible for managing the patient refund and credits workflows, reviewing, approving and processing patient refunds
• Serve as the subject matter expert and point of escalation for patient credit SalesForce cases
• Reconcile patient accounts to ensure correct application of payments and adjustments
• Investigate and resolve any account discrepancies that may impact refunds, including coordination with insurance companies when needed
• Bring complex refund issues to a resolve
• Respond to inquiries and close patient inquiries in a timely manner
• Maintain detailed documentation of refund activities for auditing and reporting purposes
• Communicate with patients regarding refunds, providing clear explanations of overpayments and the refund process when applicable
• Coach staff members on proper patient refund procedures
• Enforce internal policies, procedures and controls to ensure patient confidentiality and security
• Partner with Customer Service, Operations Consultants and RCM Teams to improve efficiency and processes related to patient billing and refunds
• Perform projects on an ad-hoc basis
• Other duties as assigned

• High School Degree or equivalent preferred
• 2+ years of experience in medical billing office or equivalent claims experience
• 2+ years of experience in a customer facing role preferred
• 1 year of experience with athenaHealth and/or athena One
• Advanced Microsoft Excel skills (ex: pivot tables, VLOOKUP, sort/filtering, formulas)
• Hands-on experience with patient billing and refunds

The hourly range for this role is $24/hr to $26.45/hr in hourly base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs). This role is also eligible for an annual bonus targeted at 10%. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.