Collections Account Specialist - Rock Dental Brands

Rock Dental•Little Rock, AR

15h

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. At Rock Dental Brands, we truly believe people do their best work when they believe in what they are doing. Our call center team is often the first and most important point of contact for our patients. As a Collections Account Representative, you’ll spend your day on the phones helping patients understand their accounts, resolving questions, and guiding them toward payment solutions—always with empathy, clarity, and professionalism. This role is ideal for someone who thrives in handling a steady flow of calls within a call center environment, enjoys helping people solve problems, and is comfortable discussing billing and payments in a respectful, service-driven way.

Requirements

High School Diploma or GED
1+ year minimum experience in a call center, customer service, collections, or accounts receivable role
Confidence handling frequent phone calls throughout the day
Strong communication, listening, and de-escalation skills
Ability to explain information clearly to customers with varying levels of understanding
Comfort discussing financial topics in a respectful, service-focused manner
Strong attention to detail and follow-through
Basic computer skills and experience using Google Workspace or similar systems

Nice To Haves

Dental call center experience

Responsibilities

Handle a steady volume of inbound and outbound patient calls related to patient collections.
Assist patients with billing questions, account balances, and payment options.
Submit refund requests for any payments made in error.
Provide a calm, professional, and empathetic experience on every call.
Monitor and manage payment arrangements that meet company guidelines.
Research and resolve accounts 30+ days past due using established workflows.
Accurately document call notes, actions, and outcomes in internal systems.
Work closely with billing and operations teams to resolve account issues.
Meet or exceed daily call volume, quality, and resolution metrics.
Follow HIPAA, customer service standards, and applicable collection regulations.