Senior Accounts Receivables and Collections Specialist

Overview

This role involves managing the most complex and high-risk accounts within the Accounts Receivables and Collections team. The position serves as a key escalation point for the collections team, providing guidance to junior staff, supporting resolution of systemic issues, and ensuring challenging accounts are actively managed toward resolution. It combines advanced collections expertise with leadership and coaching responsibilities.

The team ensures customer accounts are accurate, payments are collected timely, and issues such as billing discrepancies or eligibility errors are resolved efficiently. This role plays a critical part in resolving systemic issues and timely collections while maintaining excellent internal and external client relationships.

Responsibilities

• Manage a portfolio of high-volume, high-risk, and escalated accounts requiring advanced collection expertise, ensuring timely resolution while balancing customer relationships.
• Research, analyze, and resolve complex billing, payment, eligibility, and account reconciliation discrepancies requiring in-depth investigation.
• Serve as a subject matter resource for Collections team members by providing guidance on complex account situations, sharing best practices, and assisting with challenging collection matters.
• Analyze delinquency trends and recurring account issues to identify underlying causes and support improved collection performance.
• Partner closely with Billing, Cash Application, Client Services, Account Management, and other internal teams to resolve systemic account issues and remove barriers to timely payment.
• Monitor collection performance and aging trends to identify opportunities for earlier intervention and improved account resolution.
• Support workflow optimization and process improvement initiatives by identifying inefficiencies, recommending enhancements, and assisting with implementation efforts.
• Maintain thorough documentation of collection efforts, dispute research, account resolutions, and customer communications in accordance with company policies and compliance requirements.

Requirements

• 5+ years of collections or accounts receivable experience.
• Associate's or Bachelor's degree in Business, Accounting, Finance, Healthcare Administration, or equivalent work experience.
• Demonstrated experience handling complex accounts.
• Strong analytical and leadership capabilities.
• Proficiency with Microsoft Office products, including intermediate Excel skills (VLOOKUP, XLOOKUP, INDEX/MATCH, Pivot Tables), Outlook (individual and shared mailboxes), Teams, and SharePoint.
• Experience using accounts receivable systems.
• Ability to learn and navigate multiple systems and databases.
• Reliable internet service with speeds of at least 50 Mbps download and 10 Mbps upload (hardwired, not on VPN) to support remote work.

Preferred Qualifications

• Experience in vision, dental, healthcare, insurance, or benefits administration industries.
• Experience supporting premium billing, membership billing, or group insurance billing operations.
• Familiarity with ERP systems, billing platforms, CRM systems, or insurance administration systems.
• Experience supporting commercial groups, government accounts, municipalities, schools, or retiree programs.
• Exposure to process improvement, automation initiatives, or workflow optimization projects.
• Familiarity with audit support and internal control processes.

Skills and Competencies

• Advanced problem-solving skills with the ability to independently research, analyze, and resolve complex account and payment issues.
• Strong organizational and time-management capabilities to balance multiple priorities in a high-volume, deadline-driven environment.
• Adaptability and resilience in managing changing priorities and complex operational challenges.
• Ability to share knowledge and support the development of less experienced team members.
• Strong cross-functional collaboration skills and sound professional judgment.
• Deep understanding of accounts receivable processes, collection methodologies, premium billing practices, payment reconciliation, and dispute resolution.
• Analytical skills to identify trends, evaluate root causes, and recommend practical solutions.
• Proactive and self-motivated approach focused on driving issues to resolution and minimizing aging balances.
• Ability to work independently with limited supervision.
• Excellent verbal and written communication skills for effective interaction with customers, brokers, clients, management, and business partners.
• Effective conflict resolution and negotiation skills.
• Strong attention to detail and commitment to accuracy, compliance, and quality.
• Continuous improvement mindset to identify process efficiencies and reduce operational risk.

Behavioral Attributes

• Collegial and approachable, able to build strong relationships and mentor team members.
• Initiative to lead or take action to achieve goals.
• Clear and effective communicator both orally and in writing.
• Member-focused, going above and beyond to make members feel valued.
• Detail-oriented and thorough in managing assignments.
• Flexible and responsive to new demands and changes.
• Critical thinker capable of troubleshooting complex issues and multitasking.
• Integrity and responsibility with a strong sense of ownership and confidentiality.
• Collaborative, balancing own interests with fairness to others to find workable solutions.

Compensation & Benefits

• Base pay ranges by geographic zone in the United States:
  • Zone A: $22.15 - $36.92 per hour
  • Zone B: $24.14 - $40.24 per hour
  • Zone C: $25.99 - $43.31 per hour
• This role is hourly and exempt.
• Eligibility for benefits, bonuses, and commission.
• Competitive compensation package.
• Medical, dental, supplemental health, life, and vision coverage with no waiting period.
• Life and disability insurance.
• 401(k) plan with company match.
• Tuition assistance, paid parental leave, and backup family care.
• Flexible time off, dress code, and work location policies.

Location

• This is a remote position requiring reliable internet service as specified.

Equal Employment Opportunity

The organization is an Equal Employment Opportunity employer that considers all qualified applicants without discrimination based on ancestry, age, citizenship, color, creed, disability, familial status, gender, gender expression, gender identity, marital status, military or veteran status, national origin, race, religion, sexual orientation, or any other characteristic.