Private Pay Collections Specialist

Private Pay Collections Specialist

Suite Living Senior Care is seeking an experienced Private Pay Collections Specialist to join our Corporate Office team in White Bear Lake, Minnesota. This role is dedicated to private-pay accounts receivable collections, working directly with residents, families, responsible parties, and community staff to resolve outstanding balances after initial billing efforts have been completed. The Collections Specialist will receive delinquent accounts from our billing team and take ownership of the collection process through consistent follow-up, payment negotiations, documentation, and resolution. The role may also provide limited support with Minnesota Elderly Waiver (EW) and Community Access for Disability Inclusion (CADI) waiver programs as needed. The ideal candidate is confident, persistent, organized, and compassionate, with the ability to balance exceptional customer service while collecting outstanding balances in a professional manner.

Primary Responsibilities Private Pay Collections

• Take ownership of delinquent private-pay resident accounts after initial billing efforts have been completed.
• Contact residents, family members, responsible parties, and authorized representatives regarding outstanding balances.
• Maintain consistent follow-up through phone calls, emails, letters, and other approved communication methods.
• Negotiate payment arrangements when appropriate while following company policies.
• Monitor assigned accounts and prioritize collection efforts based on aging and account status.
• Research account discrepancies and work toward timely resolution.
• Maintain accurate documentation of all collection activity within company systems.
• Provide regular updates regarding collection efforts and account status.

Accounts Receivable Management

• Review aging reports and prioritize collection activities.
• Partner with the billing department to transition unresolved balances into active collections.
• Investigate account questions and resolve payment issues.
• Monitor payment activity and ensure accurate account documentation.
• Recommend accounts for additional collection efforts or legal review when appropriate.

Waiver Program Support

• Provide assistance with Elderly Waiver (EW) and CADI Waiver accounts as needed.
• Communicate with county case managers and other external partners to assist with payment resolution.
• Support documentation and follow-up related to waiver funding when requested.

Litigation & Escalated Collections Support

• Assist in preparing account documentation for accounts progressing to legal review or third-party collections.
• Compile payment histories, account statements, contracts, and supporting documentation.
• Work closely with leadership and outside partners to support the collection process.

Customer Service

• Handle sensitive financial conversations with empathy and professionalism.
• Build positive relationships with residents, families, and internal staff.
• Resolve concerns while protecting the financial interests of Suite Living Senior Care.

Minimum Qualifications

• High School Diploma or equivalent required.
• Minimum of 2 years of collections or accounts receivable experience required.
• Experience with private-pay collections strongly preferred.
• Healthcare, senior living, or medical collections experience preferred.
• Strong negotiation and conflict-resolution skills.
• Excellent verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to work independently while managing multiple priorities.
• Experience with PointClickCare or similar healthcare software preferred.
• Proficiency in Microsoft Outlook, Excel, and Word.

Preferred Skills & Competencies

• Professional and confident communication
• Strong negotiation and relationship-building skills
• Persistence with excellent follow-through
• Ability to remain calm during difficult conversations
• Strong organizational and time-management skills
• High degree of integrity and confidentiality
• Self-motivated with the ability to work independently
• Critical thinking and problem-solving skills
• Experience with Minnesota EW or CADI Waiver programs is a plus but not required.

Why Join Suite Living Senior Care? At Suite Living Senior Care, we are committed to providing exceptional care to our residents while building a supportive workplace where employees can grow professionally. As an Accounts Receivable Collections Specialist, you'll play a vital role in strengthening our financial operations by helping residents and families resolve outstanding balances with professionalism, compassion, and respect.