Senior Patient Contact Specialist – Bilingual (English/Spanish)

The Senior Patient Contact Specialist serves as a critical link between unresolved claims and collected revenue by obtaining the information and documentation necessary to secure payment. This position works directly with patients, families, estates, authorized representatives, and third-party payers to resolve outstanding accounts while providing compassionate, professional, and compliant service. This role serves as a primary point of contact for patients regarding financial questions, payment arrangements, and account resolution. The Senior Patient Contact Specialist must exercise sound judgment, maintain accurate documentation, protect confidential information, and communicate with empathy and professionalism, particularly during sensitive conversations involving medical circumstances, financial hardship, or the estate of a loved one. Essential Duties & Responsibilities Contact patients, family members, estates, and authorized representatives to obtain information necessary for claim adjudication and payment.Complete coordination of benefits (COB) and assist in ensuring accurate payer sequencing.Obtain required legal and administrative documentation, including Designation of Representative (DOR) forms.Handle inbound patient calls and securely process payments.Assess patients ability to pay and establish appropriate payment arrangements.Provide empathetic, professional service during sensitive financial, medical, and family-related conversations.Respond to patient and representative questions while working toward timely account resolution.Maintain compliance with HIPAA, privacy, payment-handling, and other applicable requirements.Work assigned account queues and prioritize accounts based on aging, deadlines, and risk.Review account documentation and instructions prior to patient contact.Follow Apollo PFS patient contact procedures and use sound judgment when resolving incomplete or conflicting information.Accurately document communications, outcomes, actions, and required next steps.Return accounts to collectors or appropriate team members promptly once required information has been obtained.Collaborate with collectors, supervisors, and team members to minimize denials, delays, and write-offs.Adapt to changing priorities, payer requirements, and process updates while maintaining productivity and accuracy.Maintain regular and reliable attendance.Perform other duties as assigned.