Self Pay & Customer Service Specialist

The vision of Clinical Health Network for Transformation (CHN) is to support the mission and promise of Planned Parenthood to bring high-quality, affordable care to every member of our communities. CHN is a collaboration between Planned Parenthood affiliates across the United States.

CHN is looking for individuals who are committed to supporting our shared goal of strengthening and enhancing our awareness and commitment to advancing the cause of health equity in our organization.

Reporting directly to the Revenue Cycle Manager, the Self-Pay & Customer Service Specialist is responsible for managing self-pay accounts and providing exceptional customer service to patients. This role involves handling patient inquiries, setting up payment plans, and ensuring timely collection of outstanding balances while maintaining positive patient relationships. 

• Manage self-pay accounts by setting up payment plans and ensuring timely collection of outstanding balances 
• Provide excellent customer service to patients, addressing billing and payment inquiries, and offering solutions to resolve any concerns 
• Accurately post payments and adjustments from patients into the billing system 
• Perform regular reconciliations of patient accounts to ensure accuracy and completeness 
• Investigate and resolve any discrepancies or disputes related to patient accounts in a timely manner 
• Maintain accurate and up-to-date financial records, including payment plans and collection activities 
• Generate and analyze reports on self-pay accounts and customer service interactions to monitor cash flow and identify trends or issues 
• Perform various clerical activities to support daily operations 
• Creates and promotes a culture of continuous improvement
• Ensures compliance with all CHN and affiliate policies, as well as all state and federal regulations
• Demonstrates a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community
• Demonstrates a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems
• Provides positive and development feedback and accountability related to practices including, but not limited to, equity

• Minimum of 2 years of relevant account receivable experience   
• Previous experience using ICD-10 Medical Coding and Current Procedural Terminology (CPT)  
• Knowledge of medical terminology  
• Strong analytical and problem-solving abilities  
• Proficiency with Microsoft software (Excel, etc.)  
• Demonstrated ability to maintain a customer-centric service approach in a fast-paced environment  
• Excellent written and verbal communication skills and ability to collaborate and interact with all levels within and outside of CHN if necessary  
• Strong attention to detail and follow-up; and ability to multi-task in fast-paced environment  
• Demonstrated dedication to Planned Parenthood’s mission, vision, and values  
• Strong interpersonal skills and the ability to build relationships with stakeholders  
• Excellent time management, and problem-solving skills  

• Strong General Technology Skills: proficient utilization of Excel, Word, and Windows environment,Epic, eCW, NextGenor other practice management systems experience a plus 
• Medical Billing and Coding certification, a plus 

• Commitment to advancing race (+) equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society
• Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions
• Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn
• Strong sense of accountability to equitable practices
• Understanding of the impact of identity dynamics on organi