SBO Patient Financial Rep - 2 - Single Business Office - Full Time

Build a rewarding career at the intersection of healthcare, finance, and customer service. As a Patient Financial Representative II, you'll develop valuable expertise while making a meaningful difference in the lives of patients and families every day.

Why Choose Guthrie:

• Voluntary 403(b) Retirement Plan – Plan for your future with Fidelity investment options
• Employee Assistance Program – Confidential support for personal and professional well-being
• Shift Differentials & Premiums – Earn more for evenings, nights, weekends, and float coverage
• PTO Starts on Day 1
• Friendly, Inclusive Work Family – Be part of a team that feels like home

Recognized as a Top Healthcare Employer:

Guthrie is consistently recognized for its strong workplace culture and commitment to caregiver well‑being, including:

• Best Places to Work 2025 - Modern Healthcare
• America's Greatest Workplaces in Healthcare 2025, 2026 - Newsweek
• America's Best-In-State Employers (PA) 2025 - Forbes 
• America's Best Employers for Healthcare Professionals 2025 - Forbes 
• America's Best Employers for Women 2025 – Forbes

Schedule & Coverage:

• Full Time, Day Shift

Position Summary:

Concentrates on delinquent accounts through applicable work queues, face‐to‐face contact and mail, email and correspondence. 

Addresses estimate, billing, denials inquiries and more complex billing issues posed by insurances, patients and acts upon requests associated with assigned patient accounts in a responsive and informative manner, as deemed appropriate. Be able to be productive to meet department standards. 

Establishes communication with insurance companies and patients by coordinating with other revenue cycle teams and clinical departments on accounts identified as financial risk. May be required to discuss with the patient all methods of payment and assist with financial assistance, as applicable, for account resolution.

Guide accounts to resolution by establishing a means of payment resolution through appealing denials, rebilling or including establishing financial terms with patients.

Education, License & Cert:

• Associates degree preferred. High School diploma or equivalent required.

Experience:

• Minimum of 2 years applicable, transferable, work experience required. 
• Background in health care financial services, collections, medical billing, and insurance regulations preferred. 
• Must possess a working knowledge of basic health care billing and coding.
• Experience with office software and spreadsheets preferred. 
• Prior health care billing knowledge helpful and preferred or prior customer service knowledge beneficial. Aptitude for financial equations, speed in calculation, attention to detail, and ability to multi‐task. 
• Excellent organizational and customer service skills a must.  Requires excellent listening, verbal and written communication and interpersonal skills.

Essential Functions:

1. Provides account resolution in the form of payment including providing excellent customer service and alternate methods of payment to resolve account balances. May require resolution through initiated by incoming calls, outbound calls, mail, email, eGuthrie, and Guthrie’s online payment portal at www.Guthrie.org. Respects confidentiality when handling patient accounts and documents any patient contact and the follow up action taken.
2. Informs and explains any outstanding balance to patients and accepts payment via credit card, check or cash and discusses standard payment options according to The Guthrie Clinic policy guidelines.
3. Assesses the patient’s financial ability to pay outstanding balances through account research, discussions with the patient and use of The Guthrie Clinic’s Financial Assistance Program. Works with patients who are considered financial risks before their appointment by flagging upcoming scheduled appointments and establishes estimates, communication with other departments to offer and discuss all methods of payment available to meet the patients’ needs and Guthrie’s financial policies. Offers the program application and staff assists in completing the application process when applicable.
4. Provides account follow up in the form of appeals or rebilling or contact with patient. . Is required to be knowledgeable in their role on how to appeal a denial or handle an account for resolution that arrives at payment whether from an insurance company or patient.
5. Updates patient demographic and insurance information and follows through on any filing of insurance, as needed.  Reviews third party payment denials as requested by the patient and provides additional information to the insurance company for payment review on behalf of the patient.  Rebills patient primary, secondary or tertiary insurance as deemed appropriate. Processes correspondence as needed. 
6. Reviews denied or delinquent accounts and performs, appeals or limited skip tracing analysis to locate delinquent patients, when appropriate, to determine such data as previously billed, statements sent and collection action taken, the status and extent of any insurance coverage, and any payment plan  delinquency in order to contact the patient to confirm the account balance and to ensure the patient understands their financial obligations to The Guthrie Clinic. Refers accounts to external collection agency after account is deemed “uncollectable” according to The Guthrie Clinic policy guidelines and refers patients to collection agency for account review and payment arrangements for their collection balances.
7. Exercising discretion and judgement, uses negotiation techniques to develop flexible, creative options for patients determined to be “good risk”.   Understands and explains standard payment procedures and policies established by The Guthrie Clinic.
8. Researches credit balances and refund requests and gathers supporting documentation to determine credit resolution and submit refund requests when applicable through the appropriate Accounts Payables system process. Researches appropriateness of administrative and small balance write offs and charge corrections and gathers supporting documentation to submit write‐off recommendations to manager for approval, as appropriate.
9. Provides itemized bills/invoices or itemized statements as requested by patients and to other outside representatives as authorized by the patient. Maintains knowledge of and complies with The Guthrie Clinic policies and procedures and FDCPA guidelines and third‐party requirements.
10. Assesses deceased and bankruptcy accounts and takes appropriate measures.
11. May also be responsible for providing training to staff with more complex patient account questions

Other Duties:

1. Other duties as assigned.

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