Private Pay Collections

LionStone Healthcare•Mayfield Heights, OH

5d•$60,000 - $65,000

About The Position

The Private Pay Specialist is responsible for managing all aspects of private pay billing for residents across the organization. This role ensures accurate account setup, timely billing, payment posting, collections, and exceptional customer service. The Private Pay Specialist works closely with facility teams, the corporate finance department, residents, and family members to maintain billing accuracy, support revenue integrity, and uphold the organization’s commitment to compassionate, professional financial communication.

Requirements

High school diploma or equivalent; post‑secondary business or accounting coursework preferred.
2+ years of billing, accounts receivable, or collections experience (healthcare preferred).
Strong understanding of invoicing, payment application, account reconciliation, and collections practices.
Excellent communication and customer‑service skills, especially when working with residents and families.
High attention to detail, accuracy, and ability to manage sensitive financial information.
Proficiency with Microsoft Office (Excel, Outlook) and billing/financial software platforms.

Nice To Haves

Experience in senior care, skilled nursing, assisted living, or healthcare billing.
Experience with Paycom, PointClickCare, MatrixCare, or similar systems.
Knowledge of guardianship rules, POA structures, and long‑term care financial processes.

Responsibilities

Billing & Account Management
Generate and distribute monthly private pay statements accurately and on time.
Ensure proper setup of new admissions, including room/board rates, payer classification, and financial responsibility.
Review resident accounts for accuracy and make corrections as needed.
Monitor balances and maintain up‑to‑date billing records for each resident.
Process adjustments, credits, refunds, and account reconciliations promptly.
Collections & Payment Processing
Post payments, EFTs, and deposits to private pay accounts with accuracy.
Conduct regular audits of aging reports to ensure timely collection of outstanding balances.
Initiate follow‑up communication (phone, email, mail) with residents/POAs/guardians for past‑due balances.
Establish payment plans when appropriate and monitor ongoing compliance.
Identify delinquent accounts and escalate to the billing manager for potential collection agency placement.
Customer Service & Support
Serve as the primary point of contact for private pay billing questions from residents, families, guardians, and facility staff.
Provide clear, professional explanations of bills, charges, and balances.
Assist families in understanding financial responsibility, rate changes, and billing schedules.
Maintain a compassionate, resident‑focused approach to all interactions.
Compliance & Documentation
Ensure all billing practices adhere to company policy, state/federal guidelines, and audit standards.
Maintain documentation of conversations, disputes, resolutions, and account changes.
Support corporate audits and assist with documentation requests from leadership.
Cross‑Functional Collaboration
Partner with facility business offices to verify residency status, discharge dates, payer changes, and charges.
Coordinate with Revenue Cycle, Accounting, and Medicaid/Medicare billing teams to maintain accurate ledgers.
Participate in monthly A/R meetings and contribute to revenue optimization strategies.