Lifeline Connections is a community-based behavioral health organization that specializes in providing confidential and compassionate care to individuals who experience substance use and/or mental health conditions.

Our Vision - As the premier provider of substance use and mental health services in the Pacific Northwest, we are respected and the most trusted resource for behavioral health treatment and whole-person care. We provide a comprehensive continuum of coordinated quality services, foster enduring relationships, and empower our communities to truly thrive.

Our Mission - Through superior customer service, high quality programs, and well-trained and dedicated staff, we inspire hope and support lifesaving changes for people affected by substance use and mental health conditions.

POSITON TITLE: RCM- Patient Customer Service Specialist Non-Exempt Position

RESPONSIBLE TO: Revenue Cycle Manager

Work Location: Remote in SW Washington, NW Oregon

MAJOR DUTIES: The Revenue Cycle Management (RCM) Patient Customer Service Specialist is responsible for providing exceptional service to patients with commercial insurance coverage and self-pay accounts. This position supports the patient financial experience throughout the revenue cycle by verifying insurance eligibility and benefits, assisting with payment arrangements, resolving account issues, and serving as a primary point of contact for patient billing inquiries. The incumbent performs the following duties with a high degree of independence:

• Verifies patient insurance eligibility and benefits through payer websites, electronic verification tools, and direct contact with health plans; follows up as necessary to confirm coverage and resolve eligibility issues.
• Responds to patient inquiries regarding medical billing, insurance coverage, account balances, payment options, and related financial matters.
• Contacts patients regarding outstanding balances, denied claims, payment requests, and overdue accounts; establishes and monitors payment arrangements as appropriate.
• Processes and submits patient refund requests in accordance with established policies and procedures.
• Serves as the primary backup for the RCM Medical Payment Posting Specialist.
• Maintains daily account follow-up worklists and assigned account inventories while meeting established productivity and quality standards.
• Identifies, researches, and resolves credit balances, missing payments, unapplied cash, and other account discrepancies.
• Audits patient accounts to ensure accuracy and completeness of billing and payment information.
• Conducts collection activities for unpaid patient balances in accordance with organizational policies and applicable regulations.
• Provides outstanding customer service to patients, staff, providers, and external stakeholders.
• Answers incoming telephone calls, emails, and other communications, directing inquiries appropriately and ensuring timely resolution.
• Determines patient eligibility for Sliding Fee Scale discounts and other available funding sources.
• Assists patients with funding applications and provides Good Faith Estimates as required by applicable regulations.
• Documents all activities, communications, and findings in accordance with established policies and procedures, ensuring the integrity and completeness of account records.
• Maintains current knowledge of organizational policies, payer requirements, industry standards, and applicable federal and state regulations.
• Establishes and maintains professional, effective working relationships with patients, coworkers, providers, and external contacts.
• Maintains strict confidentiality and complies with all applicable HIPAA requirements and 42 CFR Part 2 regulations.
• Demonstrates strong problem-solving skills and exercises sound judgment in resolving patient account and billing issues.
• Maintains knowledge of patient statement systems and ensures patient statements are generated and distributed accurately and timely.
• Communicates professionally and effectively, both verbally and in writing, with patients, insurance companies, coworkers, and leadership.
• Effectively prioritizes workload to meet multiple deadlines, productivity standards, and organizational objectives.
• Functions as an integral member of the Revenue Cycle Management team and collaborates effectively with other departments.
• Supports and adheres to agency policies, procedures, and organizational values.
• Participates in special projects and performs other duties as assigned by the supervisor.