Patient A.R. Support Specialist

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 #FreedomDentalHealth #LI-PROMOTED