Note: The job is a remote job and is open to candidates in USA. BOND Orthodontic Partners is an orthodontic organization focused on supporting practices, patients, and their families. The Lead Regional Financial Coordinator oversees patient-pay accounts receivable, manages escalated accounts, and serves as the subject matter expert on responsible-party A/R policy. The role also leads training, quality assurance, performance monitoring, reporting, compliance, and coordination with clinic teams and offshore financial coordinators.
Responsibilities
- Conduct recurring quality assurance reviews of offshore Regional Financial Coordinator work, including call and written contact monitoring, scored against defined quality criteria
- Audit offshore account documentation, adjustment requests, and collection activity for accuracy, policy adherence, and completeness
- Identify quality and productivity trends across the offshore workforce and recommend corrective action to the Manager, Patient Financial Operations
- Compile and deliver recurring offshore performance reporting, including quality scores, productivity results, and A/R outcomes by region and practice
- Escalate individual offshore performance concerns to the Manager, Patient Financial Operations for vendor action
- Own the training curriculum for offshore Regional Financial Coordinators, including onboarding materials, standard operating procedures, job aids, and continuing education content
- Deliver training and ongoing coaching to offshore Regional Financial Coordinators
- Serve as the subject matter expert on the BOND Responsible Party A/R Policy, and recommend policy revisions to the Manager, Patient Financial Operations
- Maintain documentation of training delivered, competency verification, and refresher requirements
- Own escalated, complex, and high-balance responsible party accounts that exceed the scope of routine offshore follow-up
- Exercise approval authority within defined thresholds for adjustments, payment arrangements, and account resolution, and escalate matters exceeding those thresholds
- Serve as the resolution point for disputed accounts, hardship requests, and patient financial complaints referred by the practices or the offshore team
- Verbal and electronic communications with patients and/or responsible parties on escalated accounts per the BOND Responsible Party A/R Policy
- Review and approve Past Due Communication letters issued per the BOND Responsible Party A/R Policy
- Weekly review of Responsible Party A/R across assigned regions, working towards a goal of less than 2% of total A/R over 90 days
- Analyze A/R aging trends by practice and region and drive corrective action through the offshore team and practice partners
- Review and submit Services Rendered Calculator forms to the Finance Team for approval
- Review and submit Adjustment Requests for approval where applicable
- Govern the referral of past due accounts to Pre-Collections or Full Collections per the BOND Responsible Party A/R Policy
- Function as the central point of contact for orthodontic clinic teams, offshore RFCs, and patients regarding escalated account balances
- Collaborate with Finance, the practices, and other RCM roles
- Partner with the Manager, Patient Financial Operations to coordinate standardization of reporting across all offices
- Ensure that the company's financial policies are accurately executed and that all commitments are being met on time
- Resolve customer or offshore RFC complaints and/or questions to the customer's satisfaction
- Ensure strict compliance with all company policies and pertinent laws and regulations (HIPAA, ADA, Dental Board, Employee Policy, Basic Labor laws)
- Support compliance with patient collection requirements applicable to BOND's states of operation, and escalate potential compliance concerns to the Manager, Patient Financial Operations
- Resolves problems by clarifying the issues involved, researching, and exploring answers and providing alternative solutions
- Maintain clear and concise communication and create strong relationships over all business lines
- Other duties as assigned
Skills
- • Demonstrated experience training, mentoring, or coaching others in a financial coordinator, collections, or patient accounts function
- • Demonstrated strong knowledge of Accounts Receivable and revenue cycle operations
- • Experience implementing technology solutions to streamline processes and improve overall operational efficiency
- • Clear understanding of orthodontic mechanics, terminology, insurance codes and scheduling coupled with excellent customer service skills
- • Strong demonstrated leadership skills with affinity for mentoring others
- • Ability to evaluate the work of others against defined quality standards and deliver constructive feedback
- • Comfort working with and supporting a distributed, offshore contracted workforce across time zones
- • "Can do" attitude with problem solving skills
- • Upbeat personality is a MUST
- • Enjoys working in a team environment
- • Strong attention to detail and organizational skills
- • Excellent communication and computer skills
- • Positive and proactive attitude with effective problem-solving skills
- • Ability to multitask and thrive in a fast-paced environment
- • Outstanding customer service skills
- • Ability to build trust and connect with the practices, team members, and department heads
- • Ability to work independently and manage priorities in a fully remote environment
- This is a fully remote position. The employee is responsible for maintaining a private, secure home work environment with reliable high-speed internet suitable for handling protected health information
- Occasional travel to practice locations or company meetings may be required
- Most of the time will be spent on the computer. Must be able to sit for long periods of time
- This is a full-time, fully remote position. Core business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. in the time zone in which you support patients. Flexibility in hours is required, as coordination with the TX Corporate office and the offshore contracted workforce may occasionally require availability outside of core hours
- • 2-4 years of previous experience as an Orthodontic Financial Coordinator or Insurance Coordinator preferred
Benefits
- Fully remote position
Company Overview