Patient Collection Specialist

Vital Care Infusion Services•Dallas, TX

12d•Remote

About The Position

The Patient Collection Specialist works on behalf of Vital Care franchise partners to collect outstanding patient accounts receivable. The role focuses on productivity and recovering amounts owed while communicating and cooperating effectively with patients, caregivers, franchisees, peers, and leadership. This is a full-time, remote position. The specialist researches patient account balances and financial responsibilities, reviews unpaid balances and reports to prioritize follow-up, processes payments, and establishes payment arrangements within approved parameters. The role also supports patient assistance program enrollment, maintains information about available programs, helps ensure accurate patient statements, explains out-of-pocket expenses, and escalates problem accounts for resolution. The position requires careful financial communication, detailed account research, and adherence to confidentiality and HIPAA requirements.

Requirements

High school diploma or equivalent.
Previous self-pay collections experience; preferably in an infusion or other medical setting.
Ability to resolve financial issues requiring research and attention to detail.
Excellent English listening, speaking, comprehension, and writing skills for communicating with patients, caregivers, and payer representatives and advancing reimbursement and collection efforts.
Understanding of processes, systems, and techniques for successful collections with patients and/or franchise partners.
Ability to identify documentation gaps and problems, determine lasting solutions, make effective decisions, and take corrective action.
Knowledge and skill using the MS Office suite and pharmacy applications.
Ability to maintain strict confidentiality and HIPAA compliance.

Nice To Haves

Previous self-pay collections experience in an infusion or other medical setting.

Responsibilities

Research accounts to determine correct self-pay balances.
Review benefits verification forms and admission agreements to determine patient financial responsibilities.
Work with locations to obtain information such as phone numbers, corrected addresses, and patient identifiers.
Review monthly patient statement reports and identify follow-up priorities.
Process patient payments and set up payment arrangements within established parameters.
Identify accounts for write-off recommendations or further collection options.
Maintain current understanding of payment options, including payment plans, recurring credit card payments, and checking account auto-draft processes.
Assist patients with enrollment in patient assistance programs and applicable foundation support.
Review and work unpaid patient balances daily using financial reports and company-approved resources.
Communicate clearly about finances with patients, caregivers, franchisees, and team members.
Respond to questions and correspondence about patient balances, self-pay collections, follow-up, payment plans, financial hardship, and related activities.
Identify and escalate problem accounts to leadership for review and resolution.
Work with Collect Plus and designated teams to monitor patient communications, statement accuracy, and statement quality.
Educate patients about out-of-pocket expenses and their financial participation in therapy.
Audit financial hardship agreements in accordance with applicable policies and procedures.
Research and add patient assistance programs to maintain reference materials.
Identify program changes, processor updates, and new-to-market drugs for team use.
Perform other related duties as assigned.