Refund Specialist

About the role

At Specialty Dental Brands (SDB), we’re more than a dental support organization—we’re a community dedicated to helping our practices, providers, and patients thrive. By partnering with pediatric dentistry, orthodontic, and oral surgery practices across the country, we empower our teams with the technology, resources, and support they need to make a meaningful impact every day. The Refund Specialist will be responsible for researching credit balances, validating overpayments, and processing accurate and timely refunds. This individual will collaborate with internal teams, insurance carriers, and practice leaders to resolve account discrepancies while ensuring all transactions comply with company policies and applicable regulations.

Responsibilities

• Review patient and insurance credit balances to determine whether a refund is appropriate.
• Research account activity, payments, adjustments, contractual allowances, and insurance explanations of benefits.
• Validate overpayments and process patient and insurance refunds accurately and within established timelines.
• Review payer recoupment requests and confirm that all required documentation is complete and accurate.
• Reconcile refund transactions and maintain clear supporting documentation within the appropriate systems.
• Identify duplicate payments, posting errors, unapplied funds, and other discrepancies affecting account balances.
• Communicate with insurance carriers, patients, practice teams, and internal departments to resolve refund‑related questions.
• Monitor assigned refund queues and aging reports to ensure accounts are reviewed and resolved promptly.
• Escalate complex account discrepancies or potential compliance concerns to the appropriate leadership team.
• Protect confidential patient and financial information while following HIPAA requirements and company policies.
• Support audits by providing accurate documentation and transaction histories.
• Assist with process improvements that increase accuracy, efficiency, and consistency across the refund workflow.
• Meet established productivity, quality, and turnaround‑time expectations.

Preferred Qualifications

• High school diploma or equivalent required; associate degree in accounting, finance, healthcare administration, or a related field preferred.
• Previous experience in dental or healthcare billing, payment posting, refunds, accounts receivable, or revenue cycle management preferred.
• Working knowledge of insurance payments, explanations of benefits, contractual adjustments, and patient account balances.
• Experience with dental practice management systems or healthcare billing platforms preferred.
• Proficiency in Microsoft Excel, Outlook, and other Microsoft Office applications.
• Strong attention to detail with the ability to review complex account activity accurately.
• Effective written and verbal communication skills.
• Ability to manage multiple priorities and meet deadlines in a high‑volume environment.
• Understanding of HIPAA and the importance of protecting confidential patient information.

What Makes You Successful

• Highly detail‑oriented with a focus on accuracy when handling patient and insurance funds.
• Curious and patient approach to account research, applying sound judgment.
• Ownership of work, following each refund through to completion.
• Organized and able to prioritize a high volume of accounts without sacrificing quality.
• Clear, professional, and compassionate communication with patients and internal partners.
• Comfortable identifying discrepancies, asking thoughtful questions, and escalating concerns when needed.
• Independent yet collaborative and dependable team member.
• Adaptable to changing priorities, processes, and business needs.
• Committed to protecting sensitive information and consistently demonstrating integrity.
• Proactive in seeking opportunities to improve processes and create a better experience for practices and patients.

Benefits

• Competitive compensation.
• Comprehensive health, dental, and vision benefits.
• 401(k) with company match.
• Paid Time Off and paid holidays.
• Opportunities for professional growth and development.
• Supportive, collaborative culture where your work truly makes a difference.