Patient Pay and Collections Specialist
Job Duties and Responsibilities
- Manage high-volume patient accounts, averaging 600 to 1000+ per month, while meeting performance standards
- Communicate patient financial responsibility clearly, including deductibles, copays, coinsurance, and self-pay balances
- Perform early-stage collection efforts to secure payments and prevent accounts from becoming delinquent
- Handle late-stage and overdue accounts through consistent follow-up and resolution strategies
- Process payments and manage payment plans, including recurring and autopay setups
- Monitor account aging and ensure balances are maintained within target thresholds, including escalation of accounts beyond 90 to 120 days
- Conduct outbound and inbound communication with patients through calls, email, and chat to resolve billing concerns and collect payments
- Maintain accurate and timely documentation of all account activity and patient interactions
- Coordinate with billing, insurance, and internal teams to resolve discrepancies and support account resolution
- Educate patients on billing cycles, rental versus purchase models, and recurring charges
- Escalate complex or sensitive cases in line with company protocols
- Ensure compliance with HIPAA and company data privacy standards
- Meet or exceed key performance metrics including productivity, quality, attendance, AHT, and first contact resolution
- Adapt to process changes, participate in training, and support continuous improvement initiatives
- Perform additional responsibilities or special projects based on business needs
Job Required Qualification
- Minimum 3 years of experience in U.S. healthcare, insurance, revenue cycle, or DME environment
- At least 1 year of experience in a customer service or call center setting
- Experience in patient collections, payment processing, or account resolution in healthcare
- Strong understanding of insurance benefits, deductibles, coinsurance, and patient billing
- Strong English communication skills, written and verbal
- Excellent customer service and interpersonal skills
- Strong attention to detail and ability to work independently
- Proficiency in MS Word, Excel, and Outlook
- Typing speed of at least 35 WPM with high accuracy
- Proven attendance and reliability
- Comfortable working with diverse teams and clients
- Basic math skills
- Willing to work U.S. business hours
Preferred Qualifications
- DME experience including CPAP, oxygen, or respiratory equipment
- Familiarity with Medicare DMEPOS guidelines
- Experience with billing systems such as Truesight, Collect Plus, or similar tools
- Background in healthcare call center or patient financial services