Patient Collections Specialist (PCS)

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. Primary 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. Other Responsibilities: - Assist Conduct 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. Our company participates in E-Verify to confirm the employment eligibility of all newly hired employees, as required by federal law.