Financial Health Coach (REMOTE)

At BayCare, we are proud to be one of the largest employers in the Tampa Bay area. Our network consists of 16 community-based hospitals, a long-term acute care facility, home health services, outpatient centers and thousands of physicians. With the support of more than 30,000 team members, we promote a forward-thinking philosophy that’s built on a foundation of trust, dignity, respect, responsibility and clinical excellence.

The Financial Health Coach serves as a key resource and subject matter expert for patient billing inquiries, complex account issues, and escalated customer concerns. This role provides leadership and support to Patient Financial Solutions team members, resolving issues prior to management intervention and ensuring an exceptional financial experience for patients. Working collaboratively across Revenue Cycle and Patient Financial Services departments, the Lead responds to inbound and outbound communications, including phone calls and emails, while guiding team members through complex situations.

This role monitors service quality and productivity, provides coaching and training, identifies process improvement opportunities, and supports staffing and scheduling efforts to ensure service-level goals are achieved.

Serve as the primary escalation point for patient billing concerns and complex financial inquiries. Provide day-to-day guidance and support to Patient Financial Solutions team members. Respond to inbound and outbound patient communications via phone, email, social media channels, and community inquiries.

Monitor call quality, productivity metrics, and service levels to identify performance and process improvement opportunities. Conduct coaching, training, and ongoing education on processes, procedures, and patient communication. Collaborate with multiple departments and service lines to resolve patient account concerns efficiently and professionally.

Document escalated patient concerns and complaints according to established guidelines. Assist with forecasting, staffing coverage, and workforce scheduling to support departmental goals. Analyze trends and reporting data to drive continuous process improvement initiatives.

Apply comprehensive revenue cycle knowledge to deliver a consistent and extraordinary customer experience. Required

High School Diploma or GED Preferred: Associate Degree in a related field Required

Two years of customer service experience Five years of experience in a related field Preferred: Healthcare revenue cycle experience Billing and collections experience Leadership or supervisory experience

One of the following certifications must be obtained within one year of hire or transfer: Certified Patient Account Technician (CPAT) Certified Patient Account Manager (CPAM) Certified Clinical Account Technician (CCAT) Skills Required: Strong active listening and customer service skills Excellent verbal and written communication abilities Ability to navigate multiple systems while communicating with customers and documenting account activity Proficiency in Microsoft Office applications, including Outlook, Word, and Excel Ability to effectively manage escalated customer concerns and achieve resolution Strong problem-solving, critical-thinking, and decision-making skills Working knowledge of revenue cycle operations, billing processes, and customer service best practices Ability to interpret operational goals and follow established procedures while exercising sound judgment Position Details: Facility: BayCare Health System, CBO Customer Service-BCHS Location: Remote (Florida residents only) Status: Full Time Exempt: No

Days (8:00 AM – 4:30 PM) Weekend Work: None On Call: No Remote Work: 100% Remote BayCare is an Equal Opportunity Employer. Veterans, individuals with disabilities, and all qualified applicants are encouraged to apply.