Patient Collections Representative

Patient Collections RepresentativeBradford 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.ResponsibilitiesReview patient accounts with outstanding self-pay balances and prioritize follow-up according to established workflows and account aging guidelinesResearch 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 collectionConfirm the accuracy of patient responsibility, account balances, and statements before communicating with the patientIdentify potential billing errors, duplicate charges, unapplied payments, incorrect adjustments, coordination of benefits issues, or other account discrepanciesRefer disputed balances, coding concerns, insurance-related issues, and complex account questions to the appropriate department for review and resolutionPlace accounts on hold when additional research or corrective action is requiredDocument account research, patient communications, payment commitments, disputes, and follow-up actions clearly and accuratelyContact patients by telephone, written correspondence, electronic communication, or other approved methods regarding outstanding balancesExplain statements, insurance processing, patient responsibility, payment expectations, and available resolution options in a clear and respectful mannerRequest payment in full when appropriate and process payments securely in accordance with organizational proceduresEstablish payment plans and follow-up promptly on missed or returned paymentsHelp patients identify approved internal or external resources that may assist them in resolving their financial obligationsEscalate requests to payment arrangements, discounts, settlements, or exceptions that fall outside established authority levelsMaintain an appropriate balance between organizational collection expectations and the patient's individual circumstancesCommunicate with sensitivity and compassion when working with patients and families affected by substance use, mental health conditions, financial hardship, or other challengesUse trauma informed and person-centered communication practices during collection conversationsProtect the patient's dignity while maintaining clear and consistent expectations regarding financial responsibilityRespond calmly and professionally to questions, complains, disputes, or emotionally difficult conversationsCoordinate with Patient Financial Services, Billing, Admissions, Utilization Review, facility staff and other departments to resolve patient concernsRefer clinical, safety, or crisis-related concerns immediately in accordance with organizational protocolQualificationsHigh school diploma or GED equivalent requiredAt least two years of experience in healthcare collections, patient financial services, medical billing, accounts receivable, customer service or related fieldExperience reviewing detailed account activity and resolving balance discrepanciesStrong communication, customer service, and conflict resolution skillsAbility to discuss financial obligations with empathy, professionalism, and appropriate firmnessStrong attention to detail and ability to maintain accurate documentationAbility to manage multiple accounts, follow-up dates, and priorities in a high-volume environmentBasic proficiency with Microsoft Office applications and electronic billing or patient accounting systemsAbility to maintain confidentiality and handle sensitive patient and financial informationPreferred QualificationsExperience in behavioral health, substance use disorder treatment, hospital, physician, or other healthcare revenue cycle environmentsExperience with insurance explanation of benefits documents, patient statements, payment plans, financial assistance programs, and account reconciliationKnowledge of healthcare billing terminology, insurance processing, HIPAA, 42 CFR Part 2, and consumer collection requirementsExperience using electronic health record, practice management, payment processing, or collection workflow systemsAt 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.