Patient Collections Specialist

Primary Responsibilities

• Manage a high volume of daily inbound/outbound calls and electronic inquiries, maintaining a high level of customer satisfaction.
• Communicate with patients regarding financial responsibility, and explain copays, coinsurance, deductibles, and EOBs.
• Establish patient payment plans per practice policy.
• Accurately process patient payments and pre-payments.
• Document calls and actions in the billing system, meeting established data entry standards.
• Process delinquent accounts and coordinate with collections agency.

Other Responsibilities

• Assist with simple claim follow-up related to address corrections, invalid insurance and updated coordination of benefits.
• Triage billing issues and patient questions regarding referrals, authorizations, and insurance information.
• Contact insurance companies via phone or online portals to verify eligibility and benefits.
• Assist with additional billing and collection duties as needed.

Qualifications

• Minimum of 2-3 years in a medical office, billing, or a high-volume medical call center.
• Orthopedic experience strongly preferred.
• Demonstrated ability to manage high call volumes (50+ calls/day) in a fast-paced environment while maintaining high patient satisfaction.
• Exceptional active listening, de-escalation, and negotiation skills.
• Strong ability to handle sensitive financial conversations.
• Detail-oriented with the ability to prioritize independently.
• Strong understanding of EOBs, copays, coinsurance, deductibles, and denial codes.
• Maintain Microsoft Office proficiency.
• Prior experience using Athena billing system preferred.