Dental Collections Specialist - Rock Dental Brands

Role Summary

We're looking for a Collections Specialist to join our dedicated call center team. This high-volume, phone-based role involves handling a continuous flow of inbound and outbound collection calls, assisting patients with billing questions, and guiding them toward payment solutions.

Responsibilities

• Maintain high-volume phone activity: Handle a consistent stream of inbound and outbound patient collection calls.
• Manage Patient Accounts: Assist patients with billing questions, account balances, and payment options.
• Resolve Aged Receivables: Take ownership of older, delinquent A/R balances, utilizing advanced investigative skills to secure payment on accounts that require extra persistence.
• Negotiate Solutions: Secure payments in full or negotiate appropriate payment arrangements in accordance with company policies.
• Deliver Quality Service: Provide a calm, professional, and empathetic experience on every call, even during difficult conversations.
• Mentorship & Training: Assist in the onboarding and training of new team members, sharing best practices for negotiation and account management.
• Drive Results: Meet or exceed daily call volume, quality, and resolution metrics.
• Accurately document call notes, actions, and outcomes in internal systems.
• Compliance: Follow HIPAA, customer service standards, and all applicable collection regulations.

Requirements

• 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.
• High School Diploma or GED.
• Resilience & Stamina: Ability to remain engaged and productive while handling frequent phone calls throughout the entire workday.
• Communication Mastery: Strong listening, verbal communication, and de-escalation skills.
• Financial Literacy: Comfort discussing debt and financial topics in a respectful, professional manner.
• Detail Oriented: Strong attention to detail and follow-through on account management.
• Tech Savvy: 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.

Benefits

• 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.