Insurance A/R Follow Up Specialist

Our client is a multi-location outpatient therapy practice group operating in the US Eastern time zone. They have an established billing team and a growing pile of claims sitting with insurance carriers longer than they should be. What they do not have is someone whose entire job is to get those carriers on the phone and stay on them until there is an answer worth acting on.

That is this role. You will spend the majority of every workday on outbound calls to insurance companies, checking claim status, working denials, chasing promised payments, and documenting exactly what was said. This is not a general medical billing seat and it is not a data-entry seat. It is a phone seat, and the person who does it well is a direct reason the practice gets paid.

The work takes a specific temperament. Payer representatives will tell you a claim is "in process" when it has been in process for four months. Phone trees will drop you. You will hold for twenty minutes and then get an answer that does not make sense. The person we are looking for treats all of that as an ordinary Tuesday, keeps their tone even, and keeps asking until they have something the billing team can actually act on. If you have done this work for a US practice and you are good at it, you already know exactly what we mean.

Key Responsibilities

Insurance Follow-Up Calls — Primary Function

This is the core of the role. The majority of each workday will be spent making outbound calls to insurance companies.

• Make high-volume outbound calls to insurance carriers to follow up on outstanding, unpaid, and underpaid claims
• Check claim status on aging accounts and document outcomes accurately in the billing system after each call
• Identify the reason for non-payment, whether due to processing delays, missing information, denials, or payer-side errors, and take appropriate next steps
• Request claim reprocessing, corrections, or reconsideration directly with insurance representatives when applicable
• Navigate payer phone systems, hold queues, and insurance representatives professionally and persistently
• Escalate complex or unresolvable accounts to the billing team with full documentation of call history and payer responses

Denial Identification & Resolution Support

• Identify denial reason codes and document them clearly for each affected claim
• Gather information from payers needed to resolve denials, including missing documentation requirements, coordination of benefits issues, or eligibility discrepancies
• Communicate denial findings to the billing team so appropriate corrective action can be taken, whether resubmission, appeals, or patient billing
• Track recurring denial patterns and report trends to the billing manager

A/R Tracking & Documentation

• Maintain accurate and up-to-date call logs and notes for every insurance follow-up interaction
• Document payer responses, reference numbers, representative names, and promised payment dates for all calls
• Update claim statuses in the billing system in real time to keep the billing team informed
• Work assigned aging buckets systematically, prioritizing by dollar amount, payer deadline, and days outstanding
• Monitor promised payment timelines and re-engage payers if commitments are not fulfilled

Collaboration with the Billing Team

• Work closely with the existing medical billing team to understand claim priorities and receive direction on which accounts need immediate attention
• Communicate daily progress on assigned accounts and flag anything requiring billing team action
• Provide the billing manager with regular updates on call volume, outcomes, and any payer issues that need escalation

• Prior experience making insurance follow-up calls in a medical billing or healthcare revenue cycle setting. This is a hard requirement.
• Comfortable making a high volume of outbound calls to insurance companies daily
• Familiar with common denial reason codes, payer responses, and insurance claim adjudication processes
• Professional and persistent phone presence. You are patient with hold times, clear with representatives, and do not give up until you have an actionable answer.
• Strong documentation habits. Every call is logged accurately and completely before moving to the next.
• A quiet, private workspace, a noise-cancelling headset, and a stable internet connection suitable for a full shift of voice calls

Preferred Qualifications

• Experience billing for an outpatient specialty or therapy practice (physical, occupational, or speech therapy), or pediatric billing
• Familiarity with major commercial payers and their provider portals, including UnitedHealthcare and its affiliated plans, Aetna, Cigna, and Blue Cross Blue Shield plans
• Experience working denials tied to prior authorization, benefit or visit maximums, and coordination of benefits
• Comfort working inside an EHR-integrated practice management and billing platform
• A billing or coding credential such as CPB, CPC, or equivalent

Tools & Software

• The practice's EHR-integrated practice management and billing platform, used for claim status, notes, and account history. Training is provided on the specific system.
• Insurance payer web portals, used for claim status, remittance advice, and eligibility checks
• Explanation of Benefits (EOB) and electronic remittance advice (ERA) documents
• Microsoft Excel for worklists and aging reports
• Microsoft Teams and OneDrive for team communication and file sharing
• Hubstaff for time tracking during paid working hours

What Makes You a Great Fit

• You do not accept "call back in thirty days" as an answer when a claim is already a hundred days old.
• You have the reference number written down before the representative finishes the sentence.
• You can hold a professional, even tone on the fortieth call of the day.
• You would rather make twenty calls that end in a clear next step than fifty that end in "still processing."
• You notice when the same denial shows up on four different accounts, and you say something about it.
• You keep your notes clean enough that someone who was asleep while you worked can read them and know exactly where each account stands.
• You are steady on the phone with people who are not always helpful, and you never let that show in your voice.

Schedule & Engagement

• Full-time, 100% remote
• US Eastern time zone hours. Insurance carrier phone lines operate during the US business day, so this role is worked on a US Eastern schedule. Depending on where you live, that may mean an evening, overnight, or early-morning shift in your local time.
• Independent contractor engagement with a US staffing agency