Patient Collection Associate (San Juan, PR)

Smith+Nephew; San Juan (PR); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

401(k) Matching Program

Discounted Stock Options

Tuition Reimbursement

Flexible Personal/Vacation Time Off

Paid Holidays

Paid Community Service Day

Medical, Dental, Life Insurance

Job summary

Smith+Nephew in San Juan is seeking a Patient Collector to support daily collections related to surgeries while ensuring compliance with IC percentages and legal procedures. The role entails managing collections, resolving disputes, and ensuring confidentiality.

The ideal candidate will hold a bachelor’s degree in Accounting, Finance, or Business Administration and has at least 4 years of experience in patient collections within the health industry.

Qualifications

• 4+ years managing patient collections within the health industry.
• Experience in customer/patient service.
• Intermediate English proficiency preferred.

Responsibilities

• Support daily collections for surgeries.
• Maintain knowledge of patient document control and collections procedures.
• Handle patient confidential information per HIPAA guidelines.
• Investigate and resolve disputes and inquiries.
• Manage high-volume calls effectively.

Skills

Managing patient collections

Effective communication

Problem-solving

Education

Bachelor’s degree in Accounting, Finance, or Business Administration

Job description

Life Unlimited

At Smith+Nepphew, we design and manufacture technology that takes the limits of living.

Role Overview

The patient collector will support daily collections for surgeries posted in alignment with IC percentages and legal procedures in PR. The role oversees patient collection percentages, delinquency control, and manages ARPAY’s application and dispute management for assigned accounts. The position requires working in a dynamic, high‑volume environment with frequent assignment changes.

What will you be doing?

• Maintain complete knowledge of patient document control, sensitive information, and guidelines for patient collections and co‑payments procedures in PR.
• Process daily co‑payment and COD collections through the POS machine, provide payment confirmation, and update Webops for future reference.
• Handle all patient confidential information in accordance with HIPAA guidelines.
• Reduce and maintain D.S.O. and delinquency on assigned patient accounts through effective collection strategies.
• Process daily payments, medical information letters, and statements for customers visiting the office; direct walk‑in patients to a data‑management area for confidentiality.
• Investigate and resolve disputes and inquiries promptly, coordinating with functional areas and field teams to provide timely patient service.
• Manage high‑volume calls, using excellent communication skills to clarify or persuade customers for co‑payments and avoid surgery scheduling impacts.
• Manage customer records and data, creating new accounts in the AX system; review patient credit limits and request approvals over regular limits.
• Oversee patient collection letters (phases 1‑3) and payment plan proposals.
• Send monthly credit notes related to co‑payments and COD cases.
• Select delinquent accounts for collection efforts and report account information to management for additional strategies.
• Inform clients of overdue accounts, set up repayment plans for second surgeries with the same patient.
• Manage monthly budget information and analysis for patient accounts to support PR cash inflow budget proposals.
• Maintain databases on activity conducted in all accounts, deliver weekly ARPAY postings.
• Prepare monthly reports on findings and actions for all accounts under investigation; report to CM.
• Participate in compliance and regulatory training.
• Recommend process changes and customer strategies to upper management.
• Manage bank reports, bank POS machine processes, and updates.
• Provide information for external audits, government, HIPAA compliance, and related activities.
• When necessary, manage refunds audit case documentation submissions to the bank.

What will you need to be successful?

Education: Bachelor’s degree (B.A.) in Accounting, Finance, or Business Administration.

Experience

• 4+ years managing patient collections within the health industry, IC’s, medical devices, or similar.
• Experience in customer/patient service.
• Intermediate English proficiency preferred.

Inclusion & belonging

Committed to welcoming, celebrating, and thriving. Learn more about employee inclusion groups on our website.

Other reasons why you will love it here!

• Your Future: 401(k) Matching Program, Discounted Stock Options, Tuition Reimbursement.
• Work/Life Balance: Flexible Personal / Vacation Time Off, Paid Holidays, Flex Holidays, Paid Community Service Day.
• Your Wellbeing: Medical, Dental, Life Insurance, Employee Assistance Program.
• Training: Hands‑On, Team‑Customized, Mentorship.