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