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