Job Details

JOB DESCRIPTION

Job Title: Infusion Patient Communication Specialist

FSLA Status: Non-Exempt

Department: Intake

Position Reports to: Infusion Intake Supervisor

JOB SUMMARY:

The Infusion Patient Communication Specialist is responsible for contacting patients to review their insurance benefits, explain coverage details, and clarify any out-of-pocket costs. This role involves discussing payment options, collecting outstanding balances, and setting up payment plans when needed. The representative ensures patients understand their financial responsibilities, provides exceptional customer service, and maintains accurate records in compliance with healthcare regulations and privacy standards.

REQUIRED EDUCATION AND EXPERIENCE:

A high school diploma or general education degree (GED) equivalent is required; minimum 2 years' experience in customer service, patient communication, benefits verification, healthcare, or similar vocations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Notify patients and families regarding benefit coverage and financial responsibility.
• Educate patients about their insurance benefits.
• Collect any financial responsibility when applicable.
• Set up payment plans for patients unable to pay in full.

• Document all requests, actions, and conversations in the patients record or any other utilized platforms.
• Communicate effectively with patients and clients to ensure seamless coordination of care.

• Provide regular status updates to the client.

• Address and resolve patient concerns; escalate issues when necessary.
• Promote patient satisfaction and contribute to improving the overall patient experience.

• Participate in meetings and work groups to coordinate activities, discuss issues, resolve problems, and maintain current knowledge of new developments, requirements, and policies.

• Comply with all regulatory requirements, company policies, procedures, and best practices.
• Meet quality, productivity, and turnaround standards associated with the department and assigned programs.
• Perform other duties as assigned.

• Ability to communicate effectively and professionally with patients, coworkers, and clients.
• Active listening, speaking, understanding, and writing English.
• Ability to make decisions, solve problems, and work independently with minimal supervision.
• Ability to handle confidential and sensitive information with discretion.
• Proven knowledge and complete utilization of processes, systems and techniques.
• Enjoys working in a team-oriented, service-focused environment.
• Demonstrate extreme attention to detail and accuracy.
• Ability to prioritize and meet deadlines.
• Basic computer proficiency.
• Knowledge in the use of Microsoft applications.
• Proficient in using healthcare management software and systems.