Income Specialist

Job Specification: Income Specialist

Location: Head Office, Holywood

Reports to: Group Financial Controller

Hours: Full-time

Purpose of the Role

As an Income Specialist, you will play a critical role in managing the financial operations of our nursing home group. You will ensure the timely and accurate billing of residents and health and social care trusts, reconcile accounts, address billing and payment-related queries, and maintain robust credit control processes.

Key Responsibilities

1. Billing and Income Management

• Generate and issue invoices for residents in accordance with agreements and contracts;
• Monitor and reconcile income from multiple income streams (e.g., private pay, third party funding, H&SCT contributions);
• Ensure all billing processes are both timely and accurate; and
• Identify and resolve discrepancies in income records and escalate unresolved issues.

2. Credit Control

• Proactively manage outstanding balances and minimise aged debt;
• Monitor overdue accounts and issue reminders and follow-up communications;
• Liaise with residents, third parties, H&SCTs, and other stakeholders to arrange payment plans or resolve payment issues; and
• Prepare and present aged debtor reports to management, highlighting key risks and recovery actions.

3. Query Resolution

• Act as the main point of contact for income and billing queries from residents, families, and internal departments;
• Investigate and resolve disputes promptly and professionally; and
• Build strong working relationships with residents and other stakeholders to maintain trust and transparency.

4. Reporting and Analysis

• Regularly review income reports to identify trends or areas requiring attention;
• Support management with financial analysis, forecasts, and preparation of reports related to income and credit control; and
• Assist with annual audits and provide supporting documentation as required.

5. Process Improvement

• Contribute to the improvement of billing, reconciliation, and credit control processes;
• Ensure records are accurately maintained and are up to date; and
• Identify opportunities for automation or efficiency gains within the income team’s workflows.

Qualifications and Experience

Essential:

• Previous experience in a similar income, billing, or credit control role, preferably within healthcare or a related field;
• Grades C or above in GCSE English and Maths (or equivalent);
• Strong numerical and analytical skills;
• Excellent proficiency with financial systems and MS Excel;
• Outstanding communication and problem-solving skills; and
• High attention to detail and the ability to handle multiple tasks effectively.

Desirable:

• Previous experience in a multi-site care home group.

Key Competencies

• Exceptional organisational skills and time management;
• Empathy and professionalism when interacting with families and vulnerable individuals;
• Strong stakeholder management skills, balancing assertiveness with excellent customer service; and
• Ability to work independently while contributing effectively to team goals.