Patient Collections Specialist

About the role

As the largest and most comprehensive orthopaedic team in the state, we’ve combined the medical expertise of the state’s finest orthopaedic and musculoskeletal surgeons, specialists, and research pioneers. Along the continuum of care, every provider we work with feels a compelling commitment to leadership in education, innovation and research, as well as a dedication and desire to put each patient first. Position Summary: The Patient Collections Specialist (PCS) serves as the primary contact for patients and staff from our high-volume clinics. The PCS manages a high daily volume of inbound patient calls and electronic contacts, efficiently explains complex billing inquiries, negotiates patient payment arrangements, and resolves account disputes. The ideal candidate maintains a customer-first approach while adhering to MOS Collection Policy.

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.
• 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.
• Microsoft Office proficiency.
• Prior experience using Athena billing system preferred.

Benefits

Our career opportunities come with competitive salaries, outstanding benefits and a platform to do the work you love.