Member Financial Specialist

Summary

Join Eleanor Health as a Member Financial Services Specialist and provide exceptional financial support to our community members. You will assist members with billing inquiries, resolve payment issues, explain benefits and coverage, and ensure a positive financial experience. This role requires strong analytical skills, excellent communication, and a deep understanding of healthcare billing and insurance processes. Responsibilities include member support, billing and payments, documentation and reporting, and compliance and quality assurance. The ideal candidate will possess relevant experience and skills in healthcare billing and customer service. Eleanor Health offers a comprehensive benefits package including generous paid time off, medical and dental insurance, a 401(k) plan, and various wellness perks.

Requirements

• High school diploma or equivalent required; Associate's or Bachelor's degree in Finance, Business, Healthcare Administration, or related field preferred
• Minimum of 2 years of experience in customer service, healthcare billing, or financial services
• Strong understanding of healthcare billing practices, insurance coverage, and financial assistance programs
• Excellent verbal and written communication skills
• Proficiency in using billing software, Microsoft Office Suite (Excel, Word, Outlook) and Google Suite
• Ability to handle sensitive and confidential information with discretion
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team

Responsibilities

• Respond to member inquiries regarding billing, payments, and financial assistance programs via phone, email, or in-person, when available
• Assist members in understanding their healthcare benefits, coverage limits, and out-of-pocket expenses
• Set appropriate expectations with community members regarding Eleanor Health policies for payment
• Handle communication effectively and demonstrate empathy with all community members
• Investigate and resolve billing discrepancies and issues in a timely manner
• Process payments and overdue payment from members and set up payment plans for members as needed
• Ensure accurate and up-to-date billing records in the system
• Resolve community member issues and questions related to their outstanding balance and insurance coverage
• Ensure a plan for payment is established, documented, and upheld for each community member the Member Financial Services team interacts with
• Maintain detailed and accurate records of member interactions and transactions
• Prepare and submit regular reports on billing and payment activities as designed by the Team Lead
• Collaborate with other departments to ensure seamless service and support for members
• Pre-Visit Planning - Prior to a member’s scheduled appointment, MFS will follow a pre-visit planning (PVP) workflow to verify all insurance information is accurate and up to date before it becomes a barrier to care
• Stay informed about changes in healthcare regulations and insurance policies
• Ensure all activities comply with company policies, legal requirements, and industry standards
• Participate in training and professional development to maintain and enhance service quality

Preferred Qualifications

• Experience in a healthcare setting is highly desirable
• Athena billing experience strongly preferred

Benefits

• Generous Paid Time Off (prorated for new employees) - unplug, relax, and recharge!
• 12 Vacation days
• 12 Wellness (Sick) days
• 3 Floating holidays
• 9 Company-observed holidays
• Jury Duty, Voting Leave, and other forms of paid time off may be available
• Eleanor-paid medical and dental insurance plans, with affordable vision coverage - We are a health first company, and we strive to make our plans affordable and accessible
• 401(k) plan with 3% match - We are excited to be able to support the long-term financial well-being of our team in a way that reinforces Eleanor’s commitment to equity
• Short-term disability - We understand that things happen, we want you to feel comfortable to take time to get better
• Long Term Disability - Picks up where Short Term Disability leaves off (employee paid)
• Life Insurance - Both Eleanor and employee-paid options are available
• Family Medical Leave - Eleanor Health’s Paid Family & Medical Leave (“PFML”) is designed to provide flexibility and financial peace of mind for approved family and medical reasons such as the birth, adoption, or fostering of a child, and for serious health conditions that you or a family member/significant other might be facing
• Wellness Perks & Benefits - Mental Health is important to us and we want our employees to have the accessibility you deserve to talk things through, zen with a mindfulness app, or seek assistance from health advocates
• Mindfulness App Reimbursement
• EAP with eight face-to-face sessions
• Virtual health and wellness visits covered by our medical plan