Patient Collections Representative

Patient Collections Representative

Bradford Health Services provides 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. We're 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 patient's 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 patient's 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