Patient Financial Services Representative

About Brightline

Brightline is transforming pediatric behavioral health care across the United States, offering both virtual and onsite outpatient services such as diagnostic evaluations, therapy, psychiatry (including medication management), and psychological testing for children up to age 18. Their specialized programs support conditions like anxiety, OCD, ADHD, and disruptive behaviors. Established in 2019, Brightline has provided care to tens of thousands of families and earned notable recognitions such as the Fast Company 50 Most Innovative Companies (2022) and Behavioral Health Business Companies to Watch Award (2024). The company is headquartered in Palo Alto and supported by prominent investors.

Role Overview

This role is central to how Brightline handles patient balances and collections, emphasizing a seamless financial experience for families. The representative manages a portfolio of accounts independently and acts as the operational liaison with the patient billing vendor, ensuring data accuracy and optimizing collection workflows.

Key Responsibilities

• Oversee patient accounts with outstanding balances, ensuring accuracy by reviewing insurance payments, adjustments, and activity.
• Address complex billing inquiries and resolve discrepancies effectively.
• Explain insurance benefits, payment responsibilities, and available options directly to patients.
• Establish payment plans and drive resolution of delinquent accounts.
• Serve as the primary operational contact for the billing vendor, monitoring performance reports and collection metrics.
• Monitor patient statement dispatch, payment patterns, and outreach success; engage in regular meetings with the vendor.
• Identify and escalate issues or opportunities to improve collections and patient engagement.
• Handle escalated billing questions from frontline staff or vendor support, coordinating with internal teams for resolution.
• Ensure follow-ups on escalated concerns comply with payer contracts and organizational policies.
• Supervise AI-generated chat escalations and collaborate with vendors to enhance workflows.
• Analyze collection metrics, aging reports, and recommend improvements to leadership.
• Work cross-functionally with Revenue Cycle, Member Services, Finance, and Clinical Operations to resolve account-related challenges.
• Identify recurrent problems affecting patient balances and suggest process enhancements.
• Support implementation of new processes related to patient financial services.

Candidate Requirements

• Minimum of 3 years’ experience in healthcare revenue cycle, patient financial services, or account management.
• Proven ability to clearly explain insurance benefits and payment responsibilities to patients or customers.
• Demonstrated capability to independently resolve complex account disputes without supervisory input.
• Experience reviewing vendor performance and collection data to drive actionable improvements.
• Skill in de-escalating challenging financial discussions while ensuring policy and contract compliance.
• Able to manage a high-volume account portfolio under tight deadlines.
• Experience collaborating across departments like Finance, Revenue Cycle, and Operations to solve account issues.
• Preferred experience managing third-party vendor relationships.

Benefits and Compensation

• Comprehensive medical, dental, vision, long-term disability, life insurance, flexible spending account, and 401(k) plans.
• 12 company holidays plus floating holidays, holiday shutdown, flexible time off, and parental leave.
• Health and wellness stipends, home office reimbursements, and professional development reimbursements.

Brightline follows a total rewards approach that ensures equitable, market-aligned compensation based on performance and potential. The annual base salary for this position ranges from $55,000 to $70,000.

Diversity and Inclusion Commitment

• Advancing equitable, inclusive care access for all families.
• Fostering a workplace culture where employees can be authentic and thrive.
• Continuously assessing and refining organizational practices to uphold diversity, equity, inclusion, and belonging.
• Ensuring respect and value for all employees, candidates, clients, and families served.