Collection Specialist - Patient Advocate in Santa Ana, California at Steelgem

Steelgem provides management and support services to multiple healthcare centers in Orange County. We offer marketing, HR, billing, and financial support so substance abuse and mental health centers can focus on their clients" recovery. Our main office is located in the heart of downtown Santa Ana, with convenient access to restaurants, bars, train stations, and parking areas. This position is on-site with working hours between 9am to 6pm.

We are seeking an experienced Collections Specialist – Patient Advocate to join our billing team. This role will focus on outbound phone insurance collections from current and previous patients, working directly with the primary insurance subscriber to collect payments made to them through their insurance company. The ideal candidate will have strong communication skills, an understanding of healthcare billing processes, and a compassionate approach to client interactions.

This role is a blend of accounts receivable and patient support. You will be connecting with clients that have received payments through their insurance and support them in processing their payments for on-going or previous care. The ability to support the client through this process and build rapport is critical.

Essential Duties and Responsibilities:

Patient Payment Collection:

Contact current and previous patients to collect outstanding payments, explaining balances, and guiding them through the payment process. Note that this role does not involve negotiating payment plans or handling eligibility and benefits reimbursement checks.

Provide clear explanations of patient balances and payment process.

Assist patients in understanding their financial responsibilities.

Escalate the most challenging situations to senior leadership to develop solutions.

Customer Support and Education:

Ability to connect with clients at optimal time and through the most effective channels. Able to request through phone, text, email or other channels.

Work directly with patients and/or their families to address billing questions and concerns.

Educate customers on their healthcare plans, benefits, and available resources.

Assist patients in navigating their insurance coverage to maximize their benefits.

Account Management:

Maintain accurate and detailed records of all interactions and document the current payment processes.

Work closely with clinical and billing departments to document updates and payment processes. Work closely with accounting to ensure accounts receivable is accurate and up to date.

Follow up on outstanding balances and overdue accounts in a timely manner. Problem solve and find solutions by working with clients and insurance for missing checks or payment.

Collaborate with other team members to resolve complex billing issues and discrepancies.

Education, Experience, & Skills

Education:

High school diploma or equivalent required; Associate's or Bachelor's degree in finance, healthcare administration, or a related field is a plus.

Experience:

Minimum of 2 years of experience in healthcare billing, collections, or a related field.

Experience working in call centers with a high degree of ownership

Skills:

Excellent communication and interpersonal skills.

Strong problem-solving abilities and attention to detail.

Proficiency in using billing software (e.g., Square), CRM systems (e.g., Salesforce), project management tools (e.g., ClickUp), and communication platforms (e.g., Microsoft Teams) is essential. Experience in managing these systems for tracking collections and patient interactions is highly preferred

Compassionate and patient-centric approach to client interactions.

Works well under pressure, has attention to detail, can multitask and has proficient computer and mathematical skills.

Other Requirements: Ability to pass pre-employment and/or random drug screenings.

Job Status: Full-time, On-site in Santa Ana, Occasional weekend work may be required to reach some clients.

Benefits:

Medical, dental, and vision insurance.

401(k) plan with employer matching.

Paid vacation.

Paid sick time.

Paid holidays.

Family Leave.

Employer-paid Life Insurance.

Salary: $21-26 per hour

If you are committed to providing compassionate support in healthcare billing and want to be part of a supportive and dynamic team, we encourage you to apply. At Steelgem, we value our employees and offer a collaborative work environment with opportunities for professional growth. Join us in making a positive impact on patients' lives and contributing to a company that prioritizes both client care and employee satisfaction.