Collections & Account Resolution Specialist - Cedarhurst Senior Living, LLC

Location: Home Office - Clayton, MO

Department: Business Operations

Job Type: Full-Time, Exempt

About Us:

Join a leading senior living company committed to providing exceptional service and support to our communities and residents. We are a dynamic team of professionals dedicated to making a difference in the lives of seniors and their families. We offer a collaborative work environment, excellent benefits, and opportunities for growth.

Position Overview:

We are seeking an experienced and compassionate Collections & Account Resolution Specialist to join our Home Office team. This position will play a critical role in overseeing the collections process across multiple senior living communities and providing escalated customer support for complex billing-related inquiries. The ideal candidate will be detail-oriented, empathetic, and skilled at balancing financial management with exceptional customer service. You will be responsible for ensuring timely payment resolutions while maintaining a positive and supportive experience for residents and their families.

Key Responsibilities:

• Collections Oversight: Oversee and manage the collections process for our portfolio of senior living communities.
• Billing Support & Customer Service: Act as the primary point of contact for escalated billing inquiries and disputes, ensuring quick and effective resolutions with a focus on delivering exceptional customer service.
• Relationship Management: Build and maintain positive relationships with residents, families, and community staff, addressing concerns and providing clear explanations of billing statements and account statuses.
• Problem Solving: Collaborate with community teams and residents to find appropriate solutions for complex billing issues, including setting up payment plans, resolving disputes, and negotiating payment terms.
• Communication & Documentation: Document all interactions thoroughly and follow up consistently with residents and families to ensure issues are fully resolved and satisfaction is achieved.
• Training & Guidance: Provide training and guidance to community-based staff on effective communication techniques and best practices for discussing financial matters.
• Reporting & Analysis: Review and analyze aging reports, identify trends, and develop strategies to improve collection efforts and minimize outstanding balances.
• Process Improvement: Partner with the Revenue Specialist to streamline payment processes and enhance reporting accuracy.
• Policy Development: Contribute to policy development and process improvements related to billing, collections, and customer service standards.
• Compliance: Maintain confidentiality and ensure compliance with HIPAA regulations and company policies.

Qualifications:

• Bachelor’s degree preferred or equivalent work experience.
• Minimum of 3-5 years of experience in collections management, billing support, or related field.
• Experience in senior living, healthcare, or property management industry preferred.
• Strong interpersonal and communication skills, with the ability to handle sensitive situations professionally and tactfully.
• Proficiency in using accounting and property management software (Yardi experience is a plus).
• Highly organized and detail-oriented, with the ability to manage multiple priorities.
• Proactive problem-solving skills and the ability to think critically.
• Empathy and patience when working with seniors and their families.

If you’re a motivated professional looking to make a positive impact while growing your career, we’d love to hear from you!