Collections Specialist It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. At Rock Dental Brands, we truly believe people do their best work when they believe in what they are doing. Our call center team is often the first and most important point of contact for our patients. As a Collections Specialist, you will play a vital role in our financial operations. This is a high-volume, phone-based position where you will spend the entirety of your shift handling a continuous flow of inbound and outbound collection calls. You will help patients understand their accounts, resolve complex billing questions, and guide them toward payment solutionsalways with empathy, clarity, and professionalism. This role is ideal for someone who thrives in a fast-paced environment, possesses the stamina for a steady flow of calls, and is comfortable discussing financial obligations in a respectful, service-driven way. Your Role In Our Operations Maintain high-volume phone activity: Spend the majority of your shift handling a consistent stream of inbound and outbound patient collection calls. Manage Patient Accounts: Assist patients with billing questions, account balances, and payment options. Resolve Aged Receivables: Take ownership of older, delinquent A/R balances, utilizing advanced investigative skills to secure payment on accounts that require extra persistence. Negotiate Solutions: Secure payments in full or negotiate appropriate payment arrangements in accordance with company policies. Deliver Quality Service: Provide a calm, professional, and empathetic experience on every call, even during difficult conversations. Mentorship & Training: Assist in the onboarding and training of new team members, sharing best practices for negotiation and account management. Drive Results: Meet or exceed daily call volume, quality, and resolution metrics. Detailed Documentation: Accurately document call notes, actions, and outcomes in internal systems. Compliance: Follow HIPAA, customer service standards, and all applicable collection regulations. Hours of operation are 7:00 a.m. - 7:00 p.m. Monday - Friday
Required Skills & Experience:
3+ years of experience in high-volume collections, accounts receivable, or a specialized medical/dental billing role. Proven ability to perform root-cause analysis on aged balances and resolve complex billing hurdles independently. Experience or a strong desire to assist in training peers and serving as a subject matter expert for the team. Spanish fluency is a significant plus. High School Diploma or GED. Resilience & Stamina: The ability to remain engaged and productive while handling frequent phone calls throughout the entire workday. Communication Mastery: Strong listening, verbal communication, and de-escalation skills. Financial Literacy: Comfort discussing debt and financial topics in a respectful, professional manner. Detail Oriented: Strong attention to detail and follow-through on account management. Tech Savvy: Basic computer skills and experience using Google Workspace or similar systems.
Preferred Skills & Experience:
Dental or Medical call center experience. Knowledge of dental or medical insurance and billing codes. Bilingual Spanish preferred, but we consider all candidates.
What We Offer:
Flexible health insurance options. Complimentary orthodontic care for you and your family. Paid time off and paid holidays. Industry-leading 401(k) with company match. Career growth and internal advancement opportunities. Modern, supportive call center environment with strong leadership.
