Collection Specialist

Reports To: Revenue Accounting Manager

Summary: We are seeking an experienced Collections Specialist to manage the full accounts receivable and collections lifecycle for our resident accounts at our 18 locations. This role combines strong customer service skills with disciplined follow-through: you'll be the friendly first point of contact for billing questions, outreach on past-due balances, and long-term care insurance documentation. Experience in senior living, assisted living, or residential housing is a strong plus, as familiarity with resident billing cycles and payer sources helps this role succeed from day one.

Essential Functions

• Billing support: Serve as a knowledgeable, patient resource for general billing questions from residents, families, responsible parties, and internal staff-explaining charges, statements, and payment options clearly and compassionately.
• Courtesy outreach: Conduct proactive, professional outreach on late and past-due payments, working with account holders to resolve balances while preserving positive relationships.
• Bad debt collections: Manage aged and delinquent accounts through to resolution, including payment plan setup, escalation, documentation, and coordination with third-party collections or legal as needed.
• Long-term care insurance documentation: Prepare, submit, and track long-term care (LTC) insurance claims and supporting documentation, following up with carriers to ensure timely reimbursement and accurate account posting.
• Account maintenance: Reconcile accounts, apply payments and adjustments accurately, and maintain thorough, up-to-date records of all collection activity and communications.
• Reporting: Monitor AR aging, flag at-risk accounts, and provide regular status updates to management on collections performance and outstanding balances.
• Cross-functional coordination: Partner with billing, executive directors at each building, and finance teams to resolve discrepancies and ensure billing accuracy.

Qualifications

Required

• 3+ years of relevant experience in collections and billing.
• Demonstrated ability to handle sensitive financial conversations with professionalism, empathy, and tact.
• Strong organizational skills and attention to detail, with the ability to manage multiple accounts and deadlines simultaneously.
• Proficiency with billing/AR software and standard office applications (e.g., Excel).
• Clear written and verbal communication skills.

Preferred

• Experience in senior living, assisted living, skilled nursing, or residential housing.
• Familiarity with long-term care insurance claims and documentation.
• Understanding of multiple payer sources and resident billing cycles.
• Experience with Yardi, PCC, or similar ERPs.

Key Competencies

• Balances persistence with empathy when pursuing payment.
• Comfortable working with residents, families, and responsible parties who may be navigating difficult circumstances.
• Self-directed and reliable in following up on open items and deadlines.
• Discreet and trustworthy when handling confidential financial and health-related information.

Team and Reporting Structure

• Reports to: Revenue Accounting Manager
• Works alongside: Billing Specialist and Senior Revenue Accountant