Job Description

Job Title: Lead Regional Financial Coordinator - Remote

Reports To: Manager, Patient Financial Operations, RCM

Exempt Status: Salaried

Location: Fully Remote

BOND is hiring 2 Lead Regional Financial Coordinator

The Lead Regional Financial Coordinator (LRFC) plays a pivotal role in ensuring the success and performance of the practices by certifying the BOND Responsible Party A/R Policy is adhered to. This position works closely with the clinic staff to uphold BOND's Mission and Core Values, working towards achieving the overall vision and providing a first-class experience for our practices, patients, and their families.

The LRFC serves as the senior onshore authority for patient-pay accounts receivable. In addition to managing escalated and complex accounts directly, the LRFC owns training, quality assurance, and performance monitoring for the offshore contracted Regional Financial Coordinator workforce, and serves as the subject matter expert on the BOND Responsible Party A/R Policy. The LRFC exercises approval authority within defined thresholds and escalates matters exceeding those thresholds to the Manager, Patient Financial Operations.

The following is a list of specific duties which are essential functions of this job. The list is not exhaustive, as all duties are subject to change. Note that while the practice may provide an addendum to this job description that outlines some responsibilities specific to the practice needs, it does not replace this job description. While an effort has been made to describe the customary way this job is performed thoroughly, reasonable accommodation will be made upon notification for qualified individuals with disabilities who may not be able to perform the job in the manner indicated.

•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.

•2-4 years of previous experience as an Orthodontic Financial Coordinator or Insurance Coordinator preferred.

•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.

The Lead Regional Financial Coordinator may be evaluated on:

•Responsible Party A/R over 90 days as a percentage of total A/R, against the less than 2% goal

•Patient-pay collection rate for assigned regions

•Offshore RFC quality assurance scores and audit results

•Completion of scheduled offshore quality reviews and training deliverables

•Escalated account resolution timeliness

•Accuracy and timeliness of Services Rendered Calculator and Adjustment Request submissions

•Pre-Collections and Full Collections referral accuracy and timeliness

•Patient and practice satisfaction and complaint measures

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. This role routinely uses standard office computer equipment such as computers, laptops, and printers. Occasional travel to practice locations or company meetings may be required.

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.

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.

This position has no direct reports. Offshore Regional Financial Coordinators are sourced, employed, and compensated by a third-party vendor. This role's authority over that workforce is limited to training, quality assurance, performance monitoring, and escalation to the Manager, Patient Financial Operations, and does not extend to employment decisions.

The Employee shall maintain the confidentiality of all protected health information (PHI) whether electronic, written or oral to which he/she may be exposed either during the course of their duties or the result of an incidental disclosure. In accordance with the minimum necessary standard, the employee may only access PHI to perform the job.

oView, create, add, and modify all clinical and demographic protected health information.

oDisclose clinical and/or demographic protected health information for the purpose of patient treatment, healthcare operations and/or payment for services.

oDisclose all protected health information for any authorized purpose.

oThe minimum necessary standard must be applied in all matters and shall continue privacy protection during non-working hours and after employment is no longer with the company.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

BOND and its affiliates provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, BOND and its affiliates comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.