Patient Collections Account Manager

The Patient Collections Account Manager plays a vital role in our mission to support patients during some of their most challenging times. This position is not just about numbers and balances; it’s about connecting with individuals, understanding their unique situations, and helping them navigate the often overwhelming world of dental billing. The right candidate will step into this role with a heart full of compassion, ready to engage with patients and our operational leaders alike. They will tackle billing complications with resolve and grace, transforming potential frustrations into positive outcomes. With exceptional interpersonal skills and a deep understanding of empathy, they will negotiate payment arrangements that honor each patient's circumstances while ensuring that our service remains nothing short of extraordinary for everyone involved. Success in this position is measured by a reduction in A/R balances.

Duties and Responsibilities

Account Management

• Provide next level collection support to execute on the practice level A/R goals.
• Review and manage patient accounts that are past 60 days (about 2 months) to ensure timely collection of outstanding balances.
• Maintain accurate records of patient interactions and payment activities.

Patient Communication

• Contact patients via phone, email, text and mail to discuss outstanding balances and payment options.
• Provide excellent customer service by addressing patient inquiries and concerns regarding their accounts.

Payment Processing

• Collect established payment plans or re-negotiate payment options with patients based on their financial situation.
• Process payments and record transactions accurately in the system.

Billing and Claims Resolution

• Collaborate with Office Managers and RCM team members to resolve discrepancies and billing issues.
• Develop collection plans with the Office Manager to achieve results.
• Follow up on unpaid claims and appeal denials as necessary.

Reporting and Documentation

• Generate and analyze reports on collection activities and account statuses.
• Produce and send out patient statements.
• Ensure compliance with all federal, state, and local regulations regarding collections and patient privacy (HIPAA).

Team Collaboration

• Work closely with the Director of RCM and other team members to achieve departmental goals.
• Develop office level relationships to provide next level service to the patient, doctor and in office front office team.
• Participate in regular team meetings and training sessions.