Purpose
Centralized support role responsible for helping offices with patient billing tasks, including:
• Sending statements
• Posting payments
• Supporting internal collections
• Managing collection agency processes
The goal is to ensure patient balances are handled accurately, timely, and consistently across all offices.
Core Responsibilities
Patient Statements & Billing
• Ensure patient statements are sent based on each office's setup:
• Automatically when systems are in place
• Manually when needed
• Follow up on expired or failed credit card payments:
• Attempt to collect updated payment information by phone
• If no response, start the billing process with the patient
• Support offices with patient billing-related voicemails
Payment Posting
• Post all digital patient payments (such as Stax) into the PMS in a timely manner
• Manually process any remaining financial agreements
Internal Collection & Agency
• Monitor patient balances that have completed internal billing
• Send qualifying accounts to collections based on location-specific guidelines
• Make necessary account adjustments related to collections
Account Support & Documentation
• Research and help resolve confusing or unclear patient balances for offices
• Maintain clear, accurate notes in the PMS for all patient interactions and account activity
• Communicate clearly with offices regarding account findings or next steps
Mail & Check Support (Temporary Responsibility)
• Pick up checks from office locations as needed
• Sort and forward checks to the billing team
• Support check handling and deposits while mail volume remains centralized
• Note: Mail and check-related duties are expected to decrease over time as processes shift to office-level handling & EFTs.
Role Expectations
• Strong attention to detail
• Comfortable working independently
• Willing to ask questions when unsure
• Organized and consistent with documentation
• Clear, professional communication with offices and patients
• Note: This role is evolving. Tasks and workflows may continue to be adjusted as processes are refined.
What Success Looks Like in this Role
Learn & Stabilize
• Focus: Learning the tools, systems, and daily tasks
• Success looks like:
• Understanding how each office sends patient statements
• Accurately posting digital payments
• Leaving clear PMS notes when working on accounts
• Asking questions early instead of guessing
Own the Function
• Focus: Doing the work independently and consistently
• Success looks like:
• Managing patient statement cycles for all offices
• Posting digital payments within 24 hours
• Following up on expired cards without reminders
• Handling collection agency steps from start to finish
• Resolving most office billing questions independently
Optimize & Improve
• Focus: Making the work easier and more consistent
• Success looks like:
• Noticing repeat issues and flagging them
• Suggesting small improvements to billing or posting steps
• Helping document simple SOPs as processes are finalized
• Becoming the main support person for patient A/R questions
#LI-Promoted
