JOB TITLE: Patient Account Manager
DEPARTMENT: Membership Billing
REPORTS TO: Mary Evans, Financial Services Manager
SUMMARY:
The Patient Account Manager (PAM) is responsible for helping our physician clients grow and sustain thriving membership practices by ensuring their financial operations run flawlessly. This role serves as a trusted financial partner to physicians, office managers, and patients, delivering accurate billing, timely collections, and proactive financial guidance that directly supports practice growth and patient retention.
This role requires a high degree of personal ownership, discipline, and attention to detail. The ideal candidate thrives in a high-volume, high-accountability environment where their work has a direct impact on the success of the physicians they support. This individual is meticulous with follow-through, proactively improves and automates billing and collection processes, and continuously refines workflows using technology and emerging tools to deliver better, faster service to our clients.
The PAM manages a portfolio of practices with accountability for the following outcomes:
- Protect client revenue: Process and maintain accurate payment information; enforce credit-card-on-file and ACH payment methods versus check
- Expand client revenue: Support membership fee adjustments and manage billing renewals
- Advise on client financial health: Ensure physicians have timely visibility into their practice’s financial position through accurate daily posting and reconciliation; provide physicians with proactive financial guidance and insights that inform practice decisions and support long-term growth
DUTIES AND RESPONSIBILITIES:
- Complete month-end reporting responsibilities, including consolidating data and preparing accurate financial reports.
- Ensure physicians have real-time visibility into their practice’s financial position through accurate daily payment posting and reconciliation. Actively support ongoing automation and system improvements to deliver faster, more reliable service.
- Protect client revenue by driving timely collections with urgency, discipline, and a patient-first approach. Maintain rigorous follow-up cadence, accurate documentation, and clear escalation when needed.
- Conduct patient outreach via phone, text, and email for past-due balances; escalate issues to office managers as appropriate; send non-payment notices within defined timelines.
- Own continuous improvement of billing and collections workflows by identifying manual, repetitive, or error-prone processes and leveraging technology tools to reduce manual work, improve accuracy, and scale operations efficiently.
- Support practice growth by managing membership fee adjustments and billing renewals. Proactively review patient lists and coordinate with physicians, implement requested changes, and identify risks or issues in advance to minimize patient disruption.
- Partner with physicians and office managers to review at-risk accounts and develop clear action plans. Surface issues early and recommend solutions rather than waiting for direction.
- Manage patient payment updates accurately and on time across phone, office, and web-based channels.
- Play a direct role in client practice growth by leveraging and refining the “Save a Patient” protocol. Identify root causes of patient dissatisfaction or potential churn, gather relevant information, and recommend approved retention strategies that help physicians maintain and expand their patient base.
- Perform other related duties as assigned by management.
QUALIFICATIONS:
- Experience in billing, accounts receivable, collections, revenue cycle management, or similar high-volume operational roles strongly preferred.
- Proven ability to manage detailed work accurately under deadlines.
- Comfortable working with systems, data, and new tools; curiosity and willingness to learn are essential.
- Bachelor’s degree preferred.
- Spanish speaking is a plus
CORE COMPETENCIES:
Analytical
- Synthesizes information, analyzes data, and applies judgment to improve outcomes.
Communication
- Communicates clearly and concisely with physicians, patients, and internal stakeholders; presents problems with proposed solutions.
Client Partnership
- Builds trust with physicians and office managers through proactive communication, professional handling of difficult conversations, and a genuine commitment to supporting practice success.
Teamwork
- Prioritizes team success, collaborates effectively, and supports shared goals.
Professionalism
- Demonstrates accountability, reliability, and follow-through under pressure.
Initiative
- Takes ownership, seeks responsibility, and proactively identifies opportunities to improve results.
Judgment
- Makes sound, timely decisions with appropriate escalation when needed.
Planning & Organization
- Manages time effectively, prioritizes work, and maintains disciplined follow-up.
Quality
- Maintains accuracy and thoroughness; proactively prevents errors.
Operational Rigor & Automation Mindset
- Demonstrates exceptional attention to detail and accuracy in high-volume environments
- Actively seeks opportunities to simplify, standardize, and automate workflows
- Comfortable learning and experimenting with new tools and technologies, including AI-enabled solutions
Technical Skills
- Continuously builds systems, processes, and tool proficiency
COMPENSATION AND BENEFITS:
- Hourly compensation, paid bi-weekly
- Bonus potential based on achievement of individual and company targets
- Comprehensive medical, dental, and vision coverage (effective the first day of the month following date of hire)
- Company-paid life and disability benefits
- 401(k) plan with a 4% company match (eligible after 6 months of employment)
OTHER:
- Onsite four days per week (Monday-Thursday) at Specialdocs’ office in Deerfield, IL
- Employment contingent upon successful completion of a background check
