Role Description We are seeking a persistent, organized, and empathetic Patient Collections Specialist to join a revenue cycle team. In this role, you will focus on minimizing outstanding accounts receivable by proactively contacting patients regarding their past-due balances for orthopedic services (including surgeries, imaging, and physical therapy). The ideal candidate is comfortable managing a high volume of outbound calls and possesses the unique ability to balance confident financial negotiations with a compassionate, patient-first approach. - Proactive Patient Outreach: Conduct a high volume of outbound calls to patients with past-due balances, managing account inquiries with professionalism and tact. - Payment Processing: Secure and process patient payments safely over the phone via credit cards, HSA/FSA cards, and ACH transactions. - Structured Payment Arrangements: Assess patient financial situations and, when appropriate, establish structured payment plans that ensure balances are recovered efficiently. - Commitment Tracking: Monitor and follow up on promised payments to ensure financial agreements are fulfilled on schedule. - Precise Account Documentation: Accurately document every patient interaction, payment commitment, and financial transaction within the practice’s billing system. - A/R Optimization: Work strategically to reduce the practice's outstanding accounts receivable while maintaining high patient retention and satisfaction. - Regulatory Compliance: Maintain absolute professionalism and ensure strict compliance with all applicable patient privacy (HIPAA) and collections regulations (FDCPA). Qualifications - Bilingual Fluency: Native or fully professional fluency in both English and Spanish is strictly required. You must be completely comfortable and articulate navigating complex financial and medical conversations in both languages. - Proven Experience: 2+ years of dedicated experience in patient collections, medical accounts receivable, or healthcare billing. - Specialty Knowledge: Prior experience navigating orthopedic billing, surgery balances, or physical therapy claims is highly preferred. - Call Volume Comfort: Proven comfort and resilience in handling a high volume of outbound collection calls daily. - Financial Communication Skills: Confidence in navigating sensitive conversations about financial obligations, coupled with excellent negotiation and conflict-resolution skills. - Technical Agility: Hands-on experience with medical billing systems, Electronic Health Records (EHR), and cloud-based phone/VoIP software. - Core Competencies: A unique blend of empathy, persistence, and strong organizational skills. - Remote Infrastructure: Ability to work completely independently in a private, quiet home office setup with high-speed internet and zero background noise.

• Supervise and lead a team • Serve as the primary contact for client, operations manager, and operations director • Monitor operational KPIs • Maintain an analytical view of processes • Analyze and update reports • Prepare and manage work schedules • Close out and monitor timesheets/time records • Provide feedback • Manage direct reports

• Review and Track Medical Treatment: Review and stay updated on the status of client medical treatments throughout each phase of the treatment lifecycle. • Medical and Billing Records Management: Request and obtain medical and billing records, along with any necessary affidavits, in an efficient and timely manner. • Verify Record Accuracy: Review medical and billing records for accuracy and completeness, ensuring efficiency in the process. • Communication with Providers: Proactively contact medical providers and their records/billing departments to receive status updates on records and affidavit requests. Some requests will be made via Chartswap, but most will require direct phone calls to the medical facility. A friendly and patient phone demeanor is essential. • Reporting: Provide weekly status updates to the firm’s systems, tracking the progress of records and affidavits for each client. • Subrogation Liens: Research and manage subrogation liens, including Medicaid/Medicare, Hospital Liens, and other related claims. • Caseload Management: Efficiently manage a caseload of 30-40 active cases, with the ability to handle an increasing number as the caseload grows. • Client Treatment Confirmation: Assist the Case Manager in confirming that clients have received the necessary medical treatment as per the providers' referrals.

• Courses will be taught in Spanish. • Faculty engage, challenge, and support students in an online learning environment. • Contribute to activities related to teaching effectiveness and student retention. • Maintain expertise in discipline and adhere to APUS guidelines and mentoring.