AR Specialist - Patient Support

AR Specialist - Patient Support

Remote

About Diana Health

Diana Health is a high-growth network of modern women's health practices. We are on a mission to set a new standard of care that inspires, empowers, and supports women to live healthier, more fulfilling lives. We partner directly with hospitals and align incentives across stakeholders using integrated care teams, smart technology, and a designed care experience that is good for patients and good for providers. The result is an individualized, comprehensive care program that puts women in the driver's seat of their own health and provides them with the information and compassionate care they need to reach their health goals.

We are an interdisciplinary team joined together by our shared commitment to transform women's health. Come join us!

Role Description

The Patient Financial Services Specialist is a compassionate, patient-centered role focused on supporting Diana Health patients throughout their financial care journey. This position serves as a dedicated resource for patients navigating their account balances, payment options, and financial assistance programs — ensuring every woman feels supported, respected, and empowered when it comes to the financial side of her care.

The ideal candidate brings strong communication skills, a warm and professional demeanor, and a genuine commitment to patient advocacy. This is not an insurance billing or claims role — it is entirely focused on the patient experience and ensuring accessible, compassionate financial support for the women we serve.

In this role you will:

Patient Communication & Support

Serve as the primary point of contact for patient inquiries related to billing statements, account balances, and financial policies

Manage inbound patient phone calls and portal/secure messages with professionalism, empathy, and timely follow-through

Handle patient escalations with care and composure, resolving concerns or routing to appropriate leadership when needed

Communicate clearly about patient financial responsibility, explaining charges in plain language that is easy to understand

Payments & Payment Plans

Process patient payments accurately via phone, portal, and other approved payment channels

Set up and manage patient payment plans in accordance with Diana Health policies, ensuring payment arrangements are documented and tracked

Monitor payment plan adherence and proactively follow up with patients to support successful completion

Maintain accurate and thorough documentation of all account activity and patient communications

Financial Assistance

Educate patients about available financial assistance programs and eligibility criteria

Guide patients through the financial assistance application process with compassion and clarity

Review and process financial assistance applications in accordance with established policies

Collaborate with internal teams to ensure timely decisions and a seamless patient experience throughout the assistance process

General Responsibilities

Comply with all revenue cycle and patient financial services policies and procedures

Maintain strict confidentiality and HIPAA compliance in all patient interactions and documentation

Prioritize tasks effectively to meet response time standards and patient experience goals

Accurately track daily activity and meet department productivity standards as defined by management

Support special projects and initiatives as assigned by Manager or Supervisor

Knowledge, Skills, & Abilities:

Communication Skills

Exceptional verbal and written communication skills with the ability to convey financial information clearly and compassionately

Ability to actively listen, understand patient concerns, and respond with empathy and professionalism

Skilled at de-escalating sensitive conversations and maintaining a calm, respectful tone

Ability to present information effectively in one-on-one patient interactions

Mathematical Skills

Ability to accurately calculate payments, balances, interest, and discount amounts

Comfortable reading and explaining financial statements and tabular data

Computer & Technical Skills

Proficiency in Electronic Medical Records (EMR) and patient billing systems

Proficiency in Microsoft Office applications, including Word, Outlook, and Excel

Comfortable with patient payment portals, email platforms, and standard healthcare computer applications

Patient Advocacy & Customer Service

Strong commitment to patient advocacy — listening attentively, addressing concerns promptly, and always treating patients with dignity and respect

Ability to work effectively with a diverse patient population and adapt communication style to individual needs

Alignment with Diana Health's mission to empower women and deliver care that is compassionate, accessible, and individualized

Qualifications: 

High school diploma or GED required

2+ years of experience in patient financial services, patient billing, or a related healthcare customer service role

Experience processing payments, setting up payment plans, and assisting patients with financial assistance programs preferred

Demonstrated ability to handle sensitive financial conversations with empathy and professionalism

Detail-oriented with strong aptitude for accuracy in data entry and account documentation

Proven effective verbal, listening, and written communication skills

Ability to work collaboratively across teams in a fast-paced, mission-driven environment

Benefits

Competitive compensation

Medical, dental & vision plans, with an HSA/FSA option

401(k) with employer match

Paid time off

Paid parental leave 

Diana Health Culture

Having a growth mindset and striving for continuous learning and improvement

Positive, can do / how can I help attitude

Empathy for our team and our clients

Taking ownership and driving to results

Being scrappy and resourceful