Debt Collection Call Center Jobs in Utah (NOW HIRING)

Position Summary
The PAR Supervisor leads the patient-facing arm of the revenue cycle for our multi-state ambulatory infusion center (AIC) operation. This role owns inbound patient call triage, outbound self-pay and pre-bad-debt collection outreach, phone-based patient payment intake, payment plan, and live escalation/floor support for the PAR team, while ensuring strict compliance with HIPAA, TCPA, FDCPA, and PCI-DSS standards in every interaction.
Key Responsibilities
• Serve as live escalation and triage support: take warm-transferred calls when patients ask for a supervisor or when complexity, complaint risk, or financial sensitivity warrants supervisor handling; provide real-time floor support to coach reps, approve exception payment plans, and authorize courtesy adjustments within policy.
• Own inbound call queue performance across all clinic sites; ensure calls, voicemails, and AdvancedMD portal messages are handled within service-level targets; adjust staffing in real time during peak windows (post-statement, end-of-deductible-year).
• Direct the outbound self-pay collections program: pre-bad-debt outreach, payment reminder campaigns, balance-after-insurance follow-up, and high-balance personal outreach; manage the bad-debt referral pipeline to the third-party agency.
• Supervise patient payment intake by phone (credit/debit, HSA/FSA, ACH/eCheck) under PCI-DSS controls; reconcile daily phone payments reports.
• Own the payment plan program (terms, exceptions, default workflow)
• Hire, train, schedule, coach, and performance-manage the PAR team; run a structured QA call-monitoring program; maintain a KPI scorecard covering service, productivity, financial recovery, quality, and compliance.
• Ensure ongoing team compliance with HIPAA, TCPA, FDCPA, PCI-DSS, state consumer protection statutes (CO, UT, NV, FL, NM, WA), and No Surprises Act requirements.
Required Qualifications
• Experience: Minimum 5+ years of healthcare revenue cycle or patient accounts experience, including at least 2 years in a lead or supervisory role. Significant call-center, collections, or patient-facing experience required.
• Compliance: Working knowledge of HIPAA, TCPA, FDCPA, PCI-DSS, and No Surprises Act / Good Faith Estimate requirements as applied to patient communication, debt collection, and payment processing.
• Skills: Strong leadership, de-escalation, and coaching skills; excellent verbal communication; ability to lead a team through difficult patient conversations while maintaining professionalism, empathy, and compliance.
Technology & Systems
Preferred stack: AdvancedMD (PM), WeInfuse / R2 (infusion workflow), Waystar (clearinghouse), cloud VoIP / contact center, PCI-DSS payment portal integrated with AdvancedMD, Microsoft Excel & Office Suite. Experience with comparable systems plus demonstrated rapid-learning ability will be considered.
Preferred Qualifications
• Prior experience in infusion, oncology, specialty pharmacy, or other high-acuity, high-deductible reimbursement environments.
• Multi-site, multi-state centralized business office experience.
• Hands-on Waystar experience (patient statements, patient responsibility logic, remittance interpretation) and merger/TIN-consolidation experience (statement reissuance, integration of acquired patient AR populations).
• Bilingual (English/Spanish) strongly preferred.
• A medical coding or billing certification (CPC, CCS, CPB, CRCS, or comparable) is a strong plus and is viewed as a valuable stepping stone for learning the revenue cycle and reimbursement landscape; revenue-cycle certifications (CRCR, CHFP) also welcome.
About Pure Infusion
Pure Infusion is a leading healthcare infusion services company providing high-quality, patient-centered infusion therapy across multiple clinic locations. We have been recognized as the fastest-growing company in Utah for two years in a row as of October 2025. Born from the merger of Pure Infusion Suites and Aleracare, we are building a unified organization grounded in a strong culture of excellence, accountability, and genuine care for patients and employees alike. Headquartered in Salt Lake City, Utah, with operations spanning multiple states, we are in a pivotal stage of growth and integration and we're looking for people who want to help shape what comes next.
If you've been looking for a healthcare position that truly allows you to love on, personally care for, and intentionally work with patients without the chaos of traditional healthcare systems, then Pure is likely what you have been waiting for, we hope you'll keep reading.
OUR CORE VALUES
We live by four core values that define our culture and guide our hiring:
• People-obsessed
• Relentlessly Improving
• Innovators
• Grateful
In addition to a competitive rates, we offer the following benefits:
• 401(k) Matching
• Health, Vision, and Dental Insurance
• Over 20 days of paid time off annually
The pay range for this role is:
60,000 - 70,000 USD per year (Sandy HQ)