Patient Support Specialist – Financial Services
Pinnacle Fertility is a leader in physician-centric fertility care, supporting high-performing fertility clinics nationwide. The Patient Support Specialist - Financial Services role involves assisting patients with the financial aspects of their fertility treatments, ensuring they understand insurance coverage, financial responsibilities, and payment options while providing compassionate support.
Responsibilities
- Maintain patient accounts by updating personal, financial, and insurance details
- Verify insurance benefits and eligibility and help determine patient financial responsibilities
- Obtain and enter referrals, authorizations, and predeterminations
- Review patient financial history, collect outstanding balances, and escalate unresolved issues as needed
- Support billing and coding processes to help ensure accurate claim submissions and compliance with applicable requirements
- Submit daily charge entries for processing
- Obtain waivers for patients without proper benefits or authorization
- Review available financing or loan program options with patients who do not have insurance benefits
- Serve as a liaison between patients, the billing team, and the clinical team to help resolve billing or financial questions
- Communicate with patients by phone, text, and portal message to provide timely, clear, and compassionate support
- Communicate financial obligations clearly, professionally, and empathetically
- Maintain accurate documentation of patient interactions, financial details, and account updates
- Assist with additional administrative tasks and projects as assigned
Skills
- High school diploma or equivalent required
- Previous experience in customer service, front desk support, call center, healthcare administration, insurance verification, billing, collections, or another patient-facing role preferred
- Warm, personable, and confident communication style with the ability to build trust with patients
- Strong customer experience mindset with a genuine desire to help people feel informed, supported, and cared for
- Comfortable engaging with patients by phone, text, and portal message
- Strong customer service skills and a compassionate, patient-focused approach
- Excellent communication, organizational, and problem-solving skills
- High attention to detail and ability to follow processes accurately
- Ability to learn healthcare systems, insurance terminology, billing workflows, and financial counseling processes
- Comfortable discussing financial matters with patients in a clear, professional, and empathetic manner
- Ability to manage multiple priorities in a fast-paced environment
- Comfort using computers, learning new systems, and documenting information accurately
- Ability to work independently in a remote environment after successful completion of onsite training
- Must be able to attend approximately 6-8 weeks of onsite training
- The role requires flexibility in supporting multiple U.S. time zones
- Experience in fertility, healthcare, insurance, billing, or financial counseling is helpful but not required
Benefits
- Comprehensive healthcare, dental, vision, and life insurance.
- Generous paid time off (PTO)
- Paid holidays
- A retirement savings program
Company Overview