Collections Account Specialist - Rock Dental Brands

Job Description

At Rock Dental Brands, we believe people do their best work when they believe in what they are doing. Our call center team is often the first and most important point of contact for our patients. As a Collections Specialist, you will play a vital role in our financial operations.

• Spend the majority of your shift handling a consistent stream of inbound and outbound patient collection calls.
• Aid patients with billing questions, account balances, and payment options.
• Take ownership of older, delinquent A/R balances, utilizing advanced investigative skills to secure payment on accounts that require extra persistence.
• Secure payments in full or negotiate appropriate payment arrangements in accordance with company policies.
• Provide a calm, professional, and empathetic experience on every call, even during difficult conversations.
• Assist in the onboarding and training of new team members, sharing best practices for negotiation and account management.
• Maintain high-volume phone activity, meeting or exceeding daily call volume, quality, and resolution metrics.
• Accurately document call notes, actions, and outcomes in internal systems.
• Follow HIPAA, customer service standards, and all applicable collection regulations.

Required Skills & Experience

• 3+ years of experience in high-volume collections, accounts receivable, or a specialized medical/dental billing role.
• Proven ability to perform root-cause analysis on aged balances and resolve complex billing hurdles independently.
• Experience or a strong desire to assist in training peers and serving as a subject matter expert for the team.
• Spanish fluency is a significant plus.
• A High School Diploma or GED.
• The ability to remain engaged and productive while handling frequent phone calls throughout the entire workday.
• Strong listening, verbal communication, and de-escalation skills.
• Comfort discussing debt and financial topics in a respectful, professional manner.
• Strong attention to detail and follow-through on account management.
• Basic computer skills and experience using Google Workspace or similar systems.

Preferred Skills & Experience

• Dental or Medical call center experience.
• Knowledge of dental or medical insurance and billing codes.
• Bilingual Spanish preferred, but we consider all candidates.

Hours of Operation

Hours of operation are 7:00 a.m. - 7:00 p.m. Monday - Friday.

What We Offer

• Flexible health insurance options.
• Complimentary orthodontic care for you and your family.
• Paid time off and paid holidays.
• Industry-leading 401(k) with company match.
• Career growth and internal advancement opportunities.
• Modern, supportive call center environment with strong leadership.