Patient Collections Specialist

Michigan Orthopaedic Surgeons•Southfield, MI

About The Position

The Patient Collections Specialist (PCS) serves as the primary contact for patients and staff from high-volume clinics. The role manages a high daily volume of inbound patient calls and electronic contacts, 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.

Requirements

Minimum of 2–3 years of experience in a medical office, billing, or a high-volume medical call center.
Ability to manage high call volumes of 50 or more calls per 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.
Proficiency with Microsoft Office.

Nice To Haves

Orthopedic experience.
Prior experience using the Athena billing system.

Responsibilities

Manage a high volume of daily inbound and outbound calls and electronic inquiries while maintaining a high level of customer satisfaction.
Communicate with patients about financial responsibility and explain copays, coinsurance, deductibles, and EOBs.
Establish patient payment plans according to practice policy.
Accurately process patient payments and pre-payments.
Document calls and actions in the billing system while meeting established data-entry standards.
Process delinquent accounts and coordinate with the collections agency.
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 by phone or online portals to verify eligibility and benefits.
Assist with additional billing and collection duties as needed.