Patient Collections Representative

Bradford Health Servicesprovides addiction treatment programs resources and community for every aspect of recovery. Through our premier drug and alcohol rehab facilities across the Southeast we provide affordable evidence-based addiction treatment with proven outcomes at every level of care. Were guided by unity and dedicated to meeting and treating every patient right where they are. Bradford is more than a healthcare network; we are recovery communities for every stage of the journey.

We are seeking a Patient Collections Representative to add to our dynamic team. The Patient Collections Representative is responsible for resolving outstanding patient balances through accurate review timely follow-up and compassionate communication with patients guarantors and families. This position researches patient accounts to confirm the accuracy of balances and statements explains financial responsibility in clear and understandable terms and works collaboratively with patients to identify appropriate payment solutions.

Responsibilities

• Review patient accounts with outstanding self-pay balances and prioritize follow-up according to established workflows and account aging guidelines
• Research account activity including charges payments adjustments insurance payments denials refunds and prior collection efforts.
• Verify that insurance has been billed appropriately and that all available insurance payments and contractual adjustments have been applied before initiating patient collection
• Confirm the accuracy of patient responsibility account balances and statements before communicating with the patient
• Identify potential billing errors duplicate charges unapplied payments incorrect adjustments coordination of benefits issues or other account discrepancies
• Refer disputed balances coding concerns insurance-related issues and complex account questions to the appropriate department for review and resolution
• Place accounts on hold when additional research or corrective action is required
• Document account research patient communications payment commitments disputes and follow-up actions clearly and accurately
• Contact patients by telephone written correspondence electronic communication or other approved methods regarding outstanding balances
• Explain statements insurance processing patient responsibility payment expectations and available resolution options in a clear and respectful manner
• Request payment in full when appropriate and process payments securely in accordance with organizational procedures
• Establish payment plans and follow-up promptly on missed or returned payments
• Help patients identify approved internal or external resources that may assist them in resolving their financial obligations
• Escalate requests to payment arrangements discounts settlements or exceptions that fall outside established authority levels
• Maintain an appropriate balance between organizational collection expectations and the patients individual circumstances
• Communicate with sensitivity and compassion when working with patients and families affected by substance use mental health conditions financial hardship or other challenges
• Use trauma informed and person-centered communication practices during collection conversations
• Protect the patients dignity while maintaining clear and consistent expectations regarding financial responsibility
• Respond calmly and professionally to questions complains disputes or emotionally difficult conversations
• Coordinate with Patient Financial Services Billing Admissions Utilization Review facility staff and other departments to resolve patient concerns
• Refer clinical safety or crisis-related concerns immediately in accordance with organizational protocol

Qualifications

• High school diploma or GED equivalent required
• At least two years of experience in healthcare collections patient financial services medical billing accounts receivable customer service or related field
• Experience reviewing detailed account activity and resolving balance discrepancies
• Strong communication customer service and conflict resolution skills
• Ability to discuss financial obligations with empathy professionalism and appropriate firmness
• Strong attention to detail and ability to maintain accurate documentation
• Ability to manage multiple accounts follow-up dates and priorities in a high-volume environment
• Basic proficiency with Microsoft Office applications and electronic billing or patient accounting systems
• Ability to maintain confidentiality and handle sensitive patient and financial information

Preferred Qualifications

• Experience in behavioral health substance use disorder treatment hospital physician or other healthcare revenue cycle environments
• Experience with insurance explanation of benefits documents patient statements payment plans financial assistance programs and account reconciliation
• Knowledge of healthcare billing terminology insurance processing HIPAA 42 CFR Part 2 and consumer collection requirements
• Experience using electronic health record practice management payment processing or collection workflow systems

Were officially a Great Place to Work! Weve always believed that supporting our team is just as important as supporting our patients. Now were proud to share that weve earned Great Place to Work Certification - based entirely on feedback from our own employees. Read more here: Bradford Health Services we are committed to providing exceptional care to our patients while fostering a supportive and rewarding workplace for our employees. We believe that taking care of our team allows them to take better care of others which is why we offer a comprehensive benefits package designed to support their well-being.

• Medical Coverage Three new BCBSAL medical plans with better rates improved co-pays and enhanced prescription benefits.

• Expanded Coverage Options for domestic partners and a wider network of in-network providers.

• Mental Health Support Improved access to services and a new Employee Assistance Program (EAP) featuring digital wellness tools like Cognitive Behavioral Therapy (CBT) modules and wellness coaching.

• Voluntary Coverages Pet insurance home and auto insurance family legal services and more.

• Student Loan Repayment Available for nurses and therapists.

• Retirement Benefits 401(k) plan through Voya to help employees plan for the future.

• Generous PTO A robust paid time off policy to support work-life balance.

• Voluntary Benefits for Part-Time Employees Dental vision life accident insurance and telehealth options for those working 20 hours or more per week.

#INDHP