Patient Financial Services Specialist (RCM)

Role Overview

As a Patient Financial Services Specialist, you will be responsible for managing the full patient financial experience by supporting billing inquiries, payment resolution, account follow-up, and collection activities. This role helps patients understand their statements, insurance coverage, financial responsibility, payment options, and Oshi's unique billing model while providing a clear, professional, and empathetic experience.

You will collaborate closely with Accounts Receivable, Eligibility & Benefits, Finance, Clinical Operations, and other cross-functional teams to resolve patient billing issues, improve payment outcomes, and support scalable patient financial processes. This role also helps identify trends, improve workflows, and enhance the overall patient experience throughout the revenue cycle.

What You'll Do: Key Responsibilities

• Serve as the primary point of contact for patients regarding billing, statements, claims, balances, payments, and financial responsibility through phone, email, chat, and other communication channels.
• Educate patients on insurance coverage, out-of-pocket costs, statements, payment options, and Oshi's billing model in a clear, professional, and empathetic manner.
• Manage assigned patient accounts receivable to drive timely resolution of outstanding balances.
• Conduct proactive outreach to patients regarding unpaid balances, billing questions, payment arrangements, and next steps.
• Assist patients with establishing payment plans and navigating available payment options.
• Research and resolve patient billing issues, payment discrepancies, and account questions by partnering with internal teams.
• Support collection efforts, including management of aging patient balances, bad debt accounts, and escalation workflows.
• Maintain accurate documentation of patient interactions, account activity, payment arrangements, and resolution outcomes.
• Support the development and optimization of patient collection strategies, including credit card on file programs, payment workflows, and collection technology solutions.
• Monitor patient AR performance, including aging, collections activity, payment trends, and other key metrics; provide insights and recommendations to leadership.
• Analyze patient billing trends and recurring issues to identify opportunities for process improvement and enhance the patient's financial experience.
• Collaborate with Eligibility & Benefits, Accounts Receivable, Clinical Operations, and other stakeholders to resolve coverage, billing, and payment issues.
• Support month-end reporting, reconciliation activities, and other operational needs related to patient AR.
• Ensure compliance with organizational policies, HIPAA, payer requirements, and healthcare billing regulations.

What We're Looking For: Qualifications & Requirements

Required

• 2+ years of experience in healthcare revenue cycle, patient financial services, medical billing, or patient accounts receivable.
• Experience working directly with patients or customers regarding billing, payments, financial responsibility, or account resolution.
• Strong understanding of patient billing, claims, payment plans, and balance resolution.
• Experience managing patient AR, collections activities, or payment follow-up.
• Experience implementing or supporting patient collection strategies, including credit card on file programs, payment automation, or collections platforms.
• Strong customer service skills with the ability to communicate clearly, professionally, and empathetically.
• Experience working successfully in a remote work environment with strong self-management and communication skills.
• Strong problem-solving skills with the ability to research issues, identify solutions, and collaborate across teams.
• Ability to manage multiple patient accounts, inquiries, and priorities in a fast-paced environment.
• Proficiency with Google Workspace (particularly Google Sheets) and the ability to quickly learn and navigate multiple healthcare technology platforms.

Preferred

• Bilingual communication skills (English/Spanish preferred) with the ability to support a diverse patient population.
• Experience in a startup or high-growth healthcare organization.
• Experience in telehealth or virtual care.
• Experience with patient billing technology, payment platforms, EMRs, and patient portals.
• Experience tracking operational metrics, analyzing trends, and supporting process improvement initiatives.
• Experience with Athenahealth, Apero, Salesforce, or similar healthcare technology platforms.
• Certified Revenue Cycle Representative (CRCR) or other healthcare revenue cycle certification preferred.

About Oshi Health

Oshi Health is a virtual digestive health practice on a mission to transform GI care. We combine compassionate, multidisciplinary care with innovative technology to help people with chronic digestive conditions get the answers and relief they deserve. When you join Oshi, you're joining a team and a mission that's changing what great healthcare looks like. Oshi Health is revolutionizing GI care with a digital clinic model that provides easy, convenient access to an integrated and multidisciplinary care team that takes a whole-person approach to diagnosing, managing, and treating digestive health conditions. We take time to get to know each patient, develop a personalized, whole-person care plan that includes identification of symptom triggers and prescription of evidence-based interventions, including medications, dietary changes, and mental health support.

For Every Oshi Team Member We Want:

• Genuine passion for improving patient lives and transforming GI care
• Strong communication skills and emotional intelligence
• Comfort in a fast-paced, remote-first, mission-driven environment