Patient Calling Advocate

Location: Remote India

Employment Type: Full time

Department: Patient Services / Front Office The Medical Collection Specialist is responsible for all functions related to securing payment on patient accounts. The candidate must have strong knowledge of both medical billing and prior authorization processes. In addition to collecting payments and following up on overdue balances, the specialist will answer billing-related questions, resolve billing issues, review patient account ledgers, and identify discrepancies such as incorrect payment posting.

The role includes contacting patients by phone or mail to request payment, reviewing account details, explaining financial responsibilities, and establishing alternative payment plans when appropriate. The specialist will maintain accurate patient account records and ensure timely resolution of account issues.

Beyond collections responsibilities, the specialist will also assist patients with queries related to prior authorizations, insurance requirements, and general medical questions such as medication refills, appointments, and referrals. Prior authorization experience is essential for providing accurate guidance and ensuring patients receive timely support with insurance approvals.

Roles and Responsibilities

- Handle all incoming calls, determine whether the inquiry is billing-related or clinical, and respond accordingly.
- Communicate directly with patients regarding their financial responsibility, past-due balances, deductibles, copays, coinsurance, and procedure estimates for upcoming appointments.
- Verify patient eligibility and insurance benefits through insurance portals and/or by phone prior to appointments.
- Thoroughly review insurance benefits to determine and distinguish office visit copays versus surgery/procedure copays, deductibles, coinsurance, and other patient financial responsibilities.
- Check and document the patient's remaining deductible balance and other applicable benefit information.
- Prepare accurate daily patient estimates for upcoming procedures, based on verified insurance advantages and expected patient responsibility.




- Collect patient balances over the phone via credit card in a secure and compliant manner.
- Call patients for balance reminders and follow up on outstanding payments.
- Send outstanding balance reminders via email and coordinate monthly statement emails through the practice management system.
- Review and audit monthly patient statements to ensure statements are generated and sent accurately to the appropriate patients and that no accounts are incorrectly omitted or included.
- Document all patient interactions accurately and in a timely manner in the billing system.
- Establish payment arrangements and payment plans in accordance with company policy.
- Answer incoming patient calls related to balances, deductibles, insurance benefits, billing queries, and account discrepancies.
- Review patient account ledgers and assist in correcting billing errors, including incorrect payment posting.
- Review and interpret EOBs (Explanation of Benefits), including understanding insurance payments, contractual adjustments, denials, non-covered services, and amounts assigned as patient responsibility.
- Identify the difference between an insurance denial/denial EOB and a legitimate patient responsibility balance, and take appropriate action before billing the patient.
- Investigate account discrepancies and coordinate with billing, coding, insurance, or clinical departments when necessary.
- Manage outstanding self-pay accounts and provide status updates to management.
- Run and review monthly collection and accounts receivable reports to identify outstanding patient balances and accounts requiring follow-up.
- Review the Precollections Report monthly and ensure appropriate accounts are moved to collections when the required collection efforts have been completed, including three statements and two documented phone call attempts, in accordance with company policy.




- Maintain accurate documentation of all collection attempts prior to transferring accounts to collections.
- Contact insurance companies to verify eligibility and benefits via phone or online portals prior to appointments.
- Assist with general billing, payment posting, account reconciliation, and collection duties as needed.
- Prepare and manage daily reports related to collections, patient balances, estimates, eligibility/benefits verification, and revenue cycle activities.
- Communicate effectively with patients regarding prior authorization requirements, insurance approvals, documentation needs, and expected timelines.
- Assist patients with insurance-related questions and provide accurate guidance regarding their financial responsibility.
- Experience in Pain Management or prior work in a pain management practice is preferred.

Required Skills and Qualifications

- Strong knowledge of medical billing, insurance benefits, patient collections, and revenue cycle processes.
- Hands-on experience with prior authorizations and insurance verification.
- Strong understanding of eligibility and benefits, including copays, deductibles, coinsurance, out-of-pocket responsibilities, and procedure-specific benefits.
- Ability to accurately calculate and prepare patient estimates for surgeries and procedures.
- Strong ability to read and interpret EOBs, including insurance payments, denials, adjustments, and patient responsibility.
- Experience reviewing patient ledgers and identifying billing, posting, or account discrepancies.
- Strong understanding of patient collections and precollections process
- Excellent attention to detail, particularly when auditing statements, reviewing reports, and determining patient responsibility.
- Solid communication and customer service skills, with the ability to explain complex insurance and billing information clearly to patients.
- Ability to work independently, prioritize accounts, meet collection targets, and maintain accurate documentation.
- Experience with medical practice management and/or electronic billing systems preferred.
- Pain Management billing experience is strongly preferred.

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