Patient Collections Representative

Job description

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

Worksite address

birmingham, AL, 35275, US

Who can apply

Review the original listing for work authorization, qualifications and employer requirements.