PayCare Specialist

Open Position: PayCare Specialist – Anesthesia

Reports to: Manager, Customer Support

Location: Remote

Schedule: 8am - 5pm CST

About Us:
At HST Pathways, we’re passionate about transforming healthcare. Our innovative software empowers surgery centers to provide care that’s not only more cost-efficient but also leads to better outcomes for patients. Backed by Bain Capital, we’re a profitable, fully remote SaaS company that’s growing quickly and entering an exciting new stage of expansion. With that growth comes opportunity—for us, our customers, and the people who join our team.
 
What We’re Looking For:
We’re looking for someone who is authentic, inspiring, and motivated to grow. You’re a quick learner who enjoys working in a fast-paced, evolving environment. You value diversity and inclusion and want to be part of a company that puts people first. Our values resonate with you, and you’re ready to embody them in your daily work.
 
Why Join Us:
At HST Pathways, you’ll find more than just a job — you’ll find a place to grow, contribute, and belong. We offer the flexibility of remote work and the stability of a well-backed, profitable company. You’ll collaborate with talented teammates who are passionate about healthcare innovation and committed to each other’s success.


Overview:
As part of the No Surprises Act initiative, the PayCare Specialist plays a critical role in proactively communicating with patients regarding anesthesia service charges prior to their scheduled procedures. This role ensures patients are informed of their financial responsibility and are given the opportunity to make payments in advance, allowing them to focus on their care and recovery.

This position requires a high level of professionalism, empathy, attention to detail, and strict adherence to compliance and patient privacy standards.

Responsibilities:

• Conduct outbound calls to patients who meet defined criteria, following a structured cadence, to communicate anesthesia-related charges prior to procedures
• Handle inbound calls from patients returning outreach or seeking clarification regarding their financial responsibility
• Provide clear, accurate, and empathetic communication to ensure patients understand their charges and available options
• Process secure credit card payments over the phone in compliance with company policies and HIPAA regulations
• Maintain accurate and detailed documentation of all patient interactions and payment transactions within designated systems
• Navigate multiple systems while on calls to efficiently access and update patient information
• Appropriately route or escalate inquiries to other departments when necessary
• Follow established scripts and workflows while adapting communication style to meet patient needs
• Ensure all interactions align with compliance, privacy, and regulatory requirements
• Handle sensitive patient and payment information with a high level of accuracy, professionalism, and confidentiality

Trust & Patient Experience:
This role is a position of trust, as it involves collecting sensitive patient and payment information over the phone. It is essential that all interactions are handled with the highest level of accuracy, professionalism, and care.

PayCare Specialists are expected to:

• Create a comfortable and reassuring experience for patients when discussing financial information
• Demonstrate strong attention to detail to ensure accurate data entry and payment processing
• Maintain strict adherence to security protocols and HIPAA guidelines
• Communicate clearly and confidently to build trust and credibility with each patient

Key Performance Indicators (KPIs):

• Call Volume: Handle approximately 320–400 inbound and outbound calls per week, maintaining productivity and quality standards
• Responsiveness: Ensure all inbound calls are answered or returned promptly, with a strong focus on timely follow-up
• Patient Outreach: Complete all outbound calls within the established cadence, ensuring no eligible patients are missed
• Documentation Accuracy: Maintain complete and accurate records of all patient interactions and transactions
• Compliance: Adhere to all HIPAA and company policies during every interaction
• Note: While collecting payments is a positive outcome, the primary goal of this role is to ensure patients are informed, supported, and prepared prior to their procedure.

Qualifications:

• Strong verbal communication and customer service skills, with the ability to handle sensitive conversations professionally
• Ability to build trust and rapport with patients, especially when handling financial information
• Comfortable working in a high-volume, phone-based environment
• Ability to multitask, including navigating systems while engaging with patients
• Detail-oriented with strong documentation and organizational skills
• Ability to work both independently and collaboratively in a team environment
• Self-motivated with the ability to manage time and meet performance expectations

Requirements:

• Minimum 18 years of age
• Knowledge of HIPAA regulations and commitment to maintaining patient confidentiality
• Experience with credit card payment processing preferred
• Prior experience in customer service, healthcare, or call center environments preferred

Impact of the Role
This role directly contributes to improving the patient financial experience, reducing post-procedure billing confusion, and supporting overall operational efficiency. By ensuring patients are informed ahead of time, Paycare Specialists help create a smoother and more positive care journey.


Team Culture + Values:

• One Team: We win together, support each other, and share credit.
• Inclusion: We respect differences and welcome every voice.
• Transparency: We’re open, honest, and clear about our goals.
• Agility: We move fast, test ideas, and learn as we go.
• Empathy: We listen, care, and anticipate others’ needs.
• Growth Mindset: We stay curious, keep learning, and aim to improve every day.
• Proactivity: We act thoughtfully, own outcomes, and bring our best selves to work.

Perks & Benefits:

• Remote work environment
• Health benefits paid for employees
• Flexible Paid Time Off Policy
• 11 company holidays per year
• Paid parental leave
• 401K with matching contributions
• Learning and development allowance
• A diverse, inclusive, and fun team!

HST Pathways celebrates diversity and is steadfast in fostering an inclusive work environment where employees feel valued, respected, and engaged. We champion and nurture a culture where inclusiveness is instinctive and fuels innovation, connection, and a strong sense of “One Team”. HST is deeply committed to representing and reflecting the unique experiences, perspectives and viewpoints of our employees, customers, and the communities we serve.