Compassionate Patient Billing & Collections Specialist

ADP, Inc.; Birmingham (AL); On-site; USD 39,000 - 48,000; Full time

Job summary

Bradford Health Services seeks a Patient Collections Representative in Birmingham, AL to resolve outstanding balances with patients, guarantors, and families. You will review accounts, verify insurance payments, and communicate payment solutions with empathy and clarity.

The role requires 2+ years in healthcare collections, strong communication skills, and ability to document actions accurately in patient accounting systems. On-site position with a comprehensive benefits package.

Qualifications

• High school diploma or GED required.
• At least two years of experience in healthcare collections 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.
• Ability to maintain confidentiality and handle sensitive information.

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.

Skills

Communication skills

Customer service

Conflict resolution

Empathy

Attention to detail

Documentation

Multitasking

Education

High school diploma or GED

Tools

Microsoft Office

Electronic billing systems

Patient accounting systems

Job description

Bradford Health Services seeks a Patient Collections Representative in Birmingham, AL to resolve outstanding balances with patients, guarantors, and families. You will review accounts, verify insurance payments, and communicate payment solutions with empathy and clarity.

The role requires 2+ years in healthcare collections, strong communication skills, and ability to document actions accurately in patient accounting systems. On-site position with a comprehensive benefits package.