Client Partner

Purpose of the Role

Client Partners supporting the Self-Pay Program are responsible for delivering high-quality patient financial services through effective communication, accurate processing, and strict adherence to client-approved policies and workflows. This role requires strong customer service, attention to detail, and compliance discipline to ensure seamless patient experience while meeting client performance expectations.

Description of Services

• In-Scope Responsibilities: Client Partners are expected to perform the following core functions within the Self-Pay Program:
  • Patient Financial Interactions
    • Conduct inbound and outbound patient collections using approved scripts, call flows, and established policies.
    • Demonstrate knowledge to address patient questions on balances, payment plans, and insurance coverage.
    • Process patient payments within the client system and post transactions accurately to patient ledgers.
    • Reprocess declined payments.
  • Account Management
    • Process insurance balance transfers and manual write-offs as required.
    • Perform ledger modifications for pre-due date payments resulting in account credits.
    • Manage and rework patient accounts, including adjustments to payment plans, updating insurance information, and processing demographic changes.
  • Patient Support Services
    • Triage patient inquiries and route to appropriate departments.
    • Handle requests for itemized statements.
    • Support financial assistance applications and provide relevant guidance.
    • Manage patient disputes through established resolution processes.
  • Out-of-Scope Services: The following functions are not part of the Self-Pay Program scope:
    • Credit reporting activities.
    • Collection calls beyond patient financial engagement.

Key Competencies Required

• Strong verbal and written communication skills.
• Working knowledge of healthcare billing, insurance, and patient payment processes.
• Ability to navigate Client systems with accuracy and efficiency.
• High level of integrity, confidentiality, and compliance adherence.
• Problem-solving and conflict resolution skills for handling patient disputes.

Performance Expectations

• Adherence to quality and compliance standards as defined by the Client.
• Client Partner is expected to demonstrate a clear understanding of how to interpret an Explanation of Benefits (EOB).
• Achievement of patient engagement and resolution targets.
• Consistent documentation of all patient interactions.
• Contribution to a positive and professional patient experience.