AR Specialist - Patient Support

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:

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