What are the responsibilities and job description for the Collections Account Specialist - Rock Dental Brands position at Rock Dental Brands?
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
At Rock Dental Brands, we truly believe people do their best work when they believe in what they are doing. Our call center team is often the first and most important point of contact for our patients. As a Collections Account Representative, you’ll spend your day on the phones helping patients understand their accounts, resolving questions, and guiding them toward payment solutions—always with empathy, clarity, and professionalism.
This role is ideal for someone who thrives in handling a steady flow of calls within a call center environment, enjoys helping people solve problems, and is comfortable discussing billing and payments in a respectful, service-driven way.
Your Role In Our Operations
At Rock Dental Brands, we treat customer service as a skill—and a career path. You’ll be supported with training, clear expectations, and opportunities to grow while making a real difference in patients’ experiences every day.
We're committed to bringing passion and customer focus to the business.
At Rock Dental Brands, we truly believe people do their best work when they believe in what they are doing. Our call center team is often the first and most important point of contact for our patients. As a Collections Account Representative, you’ll spend your day on the phones helping patients understand their accounts, resolving questions, and guiding them toward payment solutions—always with empathy, clarity, and professionalism.
This role is ideal for someone who thrives in handling a steady flow of calls within a call center environment, enjoys helping people solve problems, and is comfortable discussing billing and payments in a respectful, service-driven way.
Your Role In Our Operations
- Handle a steady volume of inbound and outbound patient calls related to patient collections.
- Assist patients with billing questions, account balances, and payment options.
- Submit refund requests for any payments made in error.
- Provide a calm, professional, and empathetic experience on every call.
- Monitor and manage payment arrangements that meet company guidelines.
- Research and resolve accounts 30 days past due using established workflows.
- Accurately document call notes, actions, and outcomes in internal systems.
- Work closely with billing and operations teams to resolve account issues.
- Meet or exceed daily call volume, quality, and resolution metrics.
- Follow HIPAA, customer service standards, and applicable collection regulations.
- High School Diploma or GED
- 1 year minimum experience in a call center, customer service, collections, or accounts receivable role
- Confidence handling frequent phone calls throughout the day
- Strong communication, listening, and de-escalation skills
- Ability to explain information clearly to customers with varying levels of understanding
- Comfort discussing financial topics in a respectful, service-focused manner
- Strong attention to detail and follow-through
- Basic computer skills and experience using Google Workspace or similar systems
- Dental call center experience
- Flexible health insurance options
- Complimentary dental and orthodontic care for you and your family
- Paid time off and paid holidays
- Industry-leading 401(k) with company match
- Career growth and internal advancement opportunities
- Modern, supportive call center environment with strong leadership
At Rock Dental Brands, we treat customer service as a skill—and a career path. You’ll be supported with training, clear expectations, and opportunities to grow while making a real difference in patients’ experiences every day.