Patient Advocate Specialist

Patient Advocate Specialist – Billing Department

Retina Center of Texas is seeking a dependable, detail-oriented, and patient-focused Patient Advocate Specialist to join our Billing Department at our Southlake location.

This is an in-office position that plays an important role in supporting our patients and maintaining the financial health of the practice. The Patient Advocate Specialist will serve as a primary point of contact for patients with billing-related questions while also supporting payment posting, refunds, patient statements, and patient balance collection activities.

The ideal candidate is professional, compassionate, organized, comfortable discussing financial matters with patients, and able to manage multiple responsibilities in a fast-paced medical office environment.

Key Responsibilities

• Answer incoming calls to the Billing Department and assist patients with billing questions, account balances, statements, and payment concerns.
• Provide professional and compassionate customer service while helping patients understand their financial responsibility.
• Review patient accounts and accurately communicate outstanding balances and account activity.
• Post patient payments accurately and timely to the appropriate patient accounts.
• Research, prepare, and process patient refunds in accordance with established procedures.
• Generate and send patient statements according to the practice's billing schedule.
• Follow up on outstanding patient balances and assist patients with resolving their accounts.
• Maintain accurate documentation of patient communications, payments, refunds, and account activity.
• Identify account discrepancies and work with the Billing/Revenue Cycle team to resolve issues.
• Monitor and maintain patient balance performance metrics, including outstanding balances, collections, statement activity, and other assigned KPIs.
• Assist management with reports related to patient accounts receivable and collection performance.
• Maintain patient confidentiality and comply with HIPAA and all applicable practice policies.
• Support additional Billing Department and Revenue Cycle functions as needed.

Qualifications

• High school diploma or equivalent required; additional education or training in healthcare, billing, or business administration is a plus.
• Previous experience in medical billing, patient accounts, healthcare customer service, or revenue cycle management preferred.
• Experience with payment posting, patient statements, refunds, and account reconciliation.
• Strong customer service and telephone communication skills.
• Comfortable discussing balances and financial responsibilities with patients in a respectful and professional manner.
• Strong attention to detail and commitment to accuracy.
• Ability to organize and prioritize multiple responsibilities.
• Basic proficiency with Microsoft Excel, Outlook, and other office applications.
• Experience working with an EHR or Practice Management System preferred.
• Ability to work effectively both independently and as part of the Billing team.

What Success Looks Like

A successful Patient Advocate Specialist will provide an excellent patient experience while helping Retina Center of Texas maintain strong patient account performance. Success in this role includes timely response to patient inquiries, accurate payment posting and refunds, consistent statement processing, effective follow-up on outstanding balances, and achievement of established patient balance performance metrics

Retina Center of Texas’ premier team of board-certified, fellowship trained retina specialists are dedicated to treating retinal diseases with the most innovative treatments and surgeries available in the Dallas-Fort Worth Metroplex.