Billing & Client Escalations Coordinator

Position Summary

The Billing & Client Escalations Coordinator supports billing and revenue cycle operations while serving as a key resource for clients and internal staff. This role manages billing-related escalations, assists with payment arrangements, investigates account discrepancies, and ensures timely, accurate resolution of billing concerns.

The Coordinator collaborates with clients, administrative teams, clinical staff, insurance verification, billing, and leadership to deliver professional, efficient, and client-centered support.

The ideal candidate is organized, detail-oriented, service-focused, comfortable with financial systems, and skilled at navigating sensitive billing conversations with professionalism and empathy.

Essential Responsibilities

Client Billing & Account Support

• Serve as a primary resource for client billing questions, outstanding balances, payment concerns, and account discrepancies.
• Review accounts, explain balances and payment options, and establish approved payment plans.
• Manage billing escalations with empathy, professionalism, and timely follow-through.
• Document client interactions, resolutions, and follow-up activities accurately.
• Coordinate with administrative teams when billing concerns impact scheduling or client care.
• Maintain confidentiality and comply with HIPAA and organizational policies.

Billing & Payment Reconciliation

• Investigate and resolve discrepancies between EHR/client management systems and payment processing platforms.
• Research failed, declined, duplicated, reversed, or incorrectly applied payments.
• Assist with payment posting, adjustments, refunds, credits, and outstanding balance follow-up.
• Escalate complex or unresolved financial discrepancies appropriately.

Insurance Verification & Support

• Assist with insurance eligibility and benefits verification.
• Support staff with questions regarding eligibility, copays, deductibles, coinsurance, and client financial responsibility.
• Identify and help resolve insurance-related billing discrepancies.
• Maintain accurate insurance information and documentation.

Internal Staff Support

• Serve as a billing resource for front desk, scheduling, clinical, and administrative teams.
• Provide guidance on billing workflows, payment arrangements, insurance questions, and escalation procedures.
• Reinforce established policies and help staff identify issues requiring escalation.
• Collaborate with leadership to address recurring concerns and improve processes.

Escalation Management & Process Improvement

• Manage billing escalations from initial concern through resolution, ensuring appropriate research, communication, documentation, and follow-up.
• Identify recurring billing, payment, insurance, and workflow issues.
• Recommend solutions that improve accuracy, efficiency, and client experience.
• Assist with updating billing procedures, training resources, and standardized workflows.
• Partner with Billing and Operations leadership on continuous improvement initiatives.

Qualifications

Required

• High school diploma or equivalent.
• 2+ years of experience in medical billing, insurance verification, revenue cycle, or healthcare administration.
• Strong communication, customer service, organizational, and problem-solving skills.
• Excellent attention to detail and ability to manage competing priorities.
• Proficiency with technology and multiple software platforms.
• Ability to maintain confidentiality and comply with HIPAA.
• Demonstrated professionalism, accountability, and follow-through.

Preferred

• Experience in behavioral health or outpatient healthcare.
• Familiarity with EHR, practice management, and payment processing systems.
• Experience managing payment plans, insurance verification, and billing escalations.
• Knowledge of insurance benefits, copays, deductibles, and coinsurance.

Performance Expectations

Success in this role is demonstrated through:

• Timely, accurate resolution of client billing questions and escalations.
• Accurate payment arrangements and account reconciliation.
• Timely insurance verification and discrepancy resolution.
• Professional, responsive communication with clients and staff.
• Complete, consistent documentation and follow-through.
• Compliance with billing policies, HIPAA, and organizational procedures.
• Proactive identification of recurring issues and opportunities for improvement.

Disclaimer

This job description outlines the general responsibilities and expectations of the position and is not exhaustive. Duties may be modified based on organizational needs.