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

HEALTHY FOUNDATIONS GROUP, LLC

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