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