Medical Biller / Receptionist

Billing-Focused Patient Experience Coordinator I -

Heartwood Program About The Heartwood Program:

The Heartwood Program is a specialized intensive outpatient program (IOP) that provides comprehensive, structured care for individuals and their families navigating complex mental health needs. Heartwood is designed to deliver high-touch, coordinated services that extend beyond traditional outpatient care. The program emphasizes collaboration between clinical providers, patients, families, and administrative teams to ensure a seamless experience—clinically, operationally, and financially. Due to the nature of the program, the Heartwood team places a strong emphasis on clear, proactive financial communication, insurance coordination, and ongoing billing support for both active participants and program graduates.

Position Overview:

The Billing-Focused Patient Experience Coordinator I - Heartwood Program is a client-facing role that bridges patient experience and billing operations. This position plays a key role in supporting patients and families through the financial aspects of care, including insurance coordination, billing education, and account management. This individual will work closely with the Patient Experience Team (PET), billing team, and Heartwood Program staff to ensure accuracy, transparency, and a high level of service throughout the patient journey.

Key Responsibilities:

Patient Experience & Communication:

Serve as a primary point of contact for Heartwood Program patients and families regarding billing and financial matters Answer patient billing inquiries via phone, scheduled calls, patient portal messages, and in-person interactions Provide ongoing billing updates to patients and families during program participation and after program completion Assist patients and families in understanding financial letters, program costs, and financial planning for care Deliver clear, compassionate communication around complex financial topics

Billing & Insurance Coordination:

Communicate with insurance companies to verify benefits, obtain Single Case Agreements (SCAs), and resolve claim issues Coordinate with patients, families, and insurers to gather necessary documentation for approvals and authorizations Investigate and resolve denied or delayed claims, including appeals and root cause analysis Utilize the PET billing log to track, manage, and resolve billing inquiries

Account Accuracy & Auditing:

Audit patient charts and financial ledgers to ensure accuracy, completeness, and alignment with services rendered Identify discrepancies and take initiative to resolve account issues Monitor and identify trends in billing concerns within the Heartwood Program and assist in implementing solutions

Team Collaboration & Operations:

Act as a client-facing member of both the billing team and Patient Experience Team (PET) Provide regular billing updates to the PET and Heartwood Program leadership Attend billing and PET meetings to communicate updates, escalate concerns, and improve workflows Collaborate with PET, billing team, and office manager to improve processes and lead or support billing-related initiatives Support general administrative and front desk functions as needed (scheduling, payments, calls, office coordination) Interact with pharmacies, healthcare providers, and internal staff to support care and billing coordination

Requirements:

General Skills:

Excellent communication skills with the ability to explain financial and billing information clearly to patients and families. Strong attention to detail, organization, and ability to multitask in a fast-paced environment. Demonstrates critical thinking and a proactive, solutions-oriented mindset.

Education:

High school diploma or GED with at least one year of undergraduate credit required. Bachelor's degree in Social Work, Psychology, Healthcare Administration, or a related field preferred.

Prior Experience:

Experience in a medical office setting required. Medical billing, insurance coordination, or revenue cycle experience strongly preferred. Experience working with families or in intensive/outpatient programs is a plus.

On-the-Job Training:

1-2 months to gain familiarity with program operations, workflows, and billing systems.

Problem Solving & Judgment:

Requires moderate to high levels of independent problem-solving, particularly in navigating insurance requirements, SCAs, and complex billing scenarios.

Patient Care Responsibility:

Indirect but high-impact role supporting patient care through financial clarity, communication, and follow-through.

Certifications:

Must maintain HIPAA compliance per applicable state and federal regulations.

Schedule & Status:

Full-Time (In-Office): Monday-Friday, day shift Up to 8 hours per day Part-Time (In-Office): Minimum 3 days per week (Monday-Friday) Less than 30 hours per week

Compensation:

$18-20/hour, based on experience Non-exempt/hourly employee Benefits (Full-Time): Health, Dental, and Vision Insurance Life Insurance Paid Time Off Transportation Program Short- and Long-Term Disability Requirements for

Hire:

Verification of education and training Acceptable background check Interested? Apply! If you're interested in supporting patients and families through both their care and financial journey in a highly collaborative program, please submit: Statement of interest (200 words or less) Resume/CV Requested hourly rate Preferred work hours

Pay:

$18.00 - $20.00 per hour

Benefits:

Dental insurance Health insurance Life insurance Paid time off Vision insurance

Experience:

Medical billing: 1 year (Preferred) Ability to

Commute:

Bethesda, MD 20814 (Required)

Work Location:

In person