Collections

• Supervises day to day activities of the credit and collections area including credit, billing, and collection efforts.
• Maintain responsibility for the daily accounts receivable credit, billing, and collection process in accordance with Waste Management policies and procedures.
• Monitor payment requirements on high dollar accounts.
• Review credit requests and pull credit reports for high dollar customers.
• Approve or decline credit requests in accordance with Waste Management policies and procedures.
• Oversee collections staff to ensure outstanding accounts are called and collection files maintained.
• Maintain basic understanding of applicable federal, state and local credit regulations affecting credit and collection procedures.
• Handle escalated customer complaints that are credit related.
• Complete month-end credit reports in accordance with accounting policies and procedures.
• Hire, train, supervise and develop staff, including coaching, counseling and discipline.
• Review, rate and evaluate credit/collections staff's performance on an annual basis in accordance with PDS guidelines as provided by the people department.
• Direct or prepare financial reports in accordance with WM requirements to ensure meeting various deadlines and due dates.

Supervisor, Credit and Collections

• Global Process Owner (GPO) for the Accounts Receivable (AR) function.
• Drive towards global AR collections performance success and provide direction to shared service centers.
• Coordinate and manage international regions’ forecasts feeding up to the quarterly Global AR collections forecast.
• Ensure that the Global Credit Policy is followed in terms of credit review process and credit limit approval matrix.
• Supervise, lead, and develop Local and International AR teams to achieve and maintain excellent customer service processes.
• Manage changes due to system implementations or acquisitions.
• Collaborate with internal and external customers to effectively manage the AR cycle.

Senior Manager, Global Credit & Collections

• Contacts customers via phone, fax, email or standard letter to bring accounts to a current status.
• Completes system assigned tasks within the designated timeframes.
• Reconciles and applies customer payments posted on account.
• Monitors the status of delinquent accounts, via the collector dashboard.
• Researches customer inquiries related to billing concerns and misapplied payments.
• Processes payments from delinquent customers and negotiate payment arrangements and/or settlements.
• Engages management and/or sales when required or appropriate to expedite resolution of customer issues.
• Initiates or processes write-offs, bad debt recoveries, and credit memos.

Collections Specialist

• Provide leadership and oversight for all billing submission, invoicing, collections, and accounts receivable activities, ensuring accuracy, timeliness, and compliance with internal controls.
• Oversee ancillary fee tracking, validation, and submission for invoicing, ensuring all billable revenue is captured and collected.
• Monitor accounts receivable performance, aging, and DSO targets; partner with Finance on issue resolution and escalation as needed.
• Ensure consistent application of billing and collections policies and procedures across products, clients, and acquired businesses.
• Maintain a strong working knowledge of the retirement TPA market, including revenue models, fee structures, fee repositories, ancillary fees, and common billing practices.
• Partner with Finance and Operations to support accurate revenue generation, prevent revenue leakage, and address billing-related risks.
• Support repricing, fee changes, and client-specific billing updates by ensuring operational readiness and accurate execution.
• Lead and develop managers who oversee teams responsible for billing, invoicing, and collections processing.
• Drive consistency in team performance, training, quality control, and workload management across locations.
• Foster a culture of accountability, collaboration, and continuous improvement aligned with organizational values.
• Identify inefficiencies, control gaps, and risk areas within billing and collections processes; lead initiatives to improve accuracy, scalability, and client experience.
• Ensure workflows and procedures are documented, maintained, and supported by appropriate quality control measures.
• Partner with Finance and Audit teams to support external audits and compliance requirements.
• Serve as a primary operational contact for billing and collections matters with Operations, Service, Sales, and Finance teams.
• Support the integration of billing, invoicing, and collections processes for newly acquired businesses.

Director – Billing & Collections

• - Maximize positive customer outcomes while delivering identified customer experience and financial performance targets.
• - Ability to promote and achieve high rates of customer/partner experience, enabling customers and partners to realize significant value from their engagements and improving performance in the market.
• - Ensure delivery of targeted performance metrics and SLAs.

Representative, Servicing & Collections

• Review and analyze delinquent accounts to determine the best course of action for resolution.
• Contact clients via phone and email to discuss their accounts and provide solutions for repayment and long term goals.
• Negotiate repayment plans with clients in a professional and empathetic manner.
• Document all interactions and agreements with clients in the company’s system accurately and promptly.
• Conduct skip tracing activities to locate hard-to-reach or unresponsive customers using various investigative tools and techniques.
• Monitor accounts to ensure compliance with agreed-upon payment plans.
• Collaborate with internal departments, such as Customer Service and Special Handling, to resolve complex account issues.
• Maintain up-to-date knowledge of company policies, procedures, and regulatory requirements related to account resolution.
• Provide excellent customer service and support to clients throughout the resolution process.
• Identify and escalate unresolved issues to the Operations Manager when necessary.
• Participate in team meetings and training sessions to stay informed about industry trends and updates.

Collections Agent

• Ensure timely follow-up on all patient accounts
• Escalate payer trending concerns to leadership
• Communicate with external departments
• Work with payers to ensure proper reimbursement on patient accounts
• Identify and prepare adjustments and write-offs
• Correct and resubmit claims
• Follow-up on daily correspondence
• Check claim status, submit written correspondence to payers and patients
• Interpret contracts with payers
• Send initial or secondary bills to insurance companies
• Process refunds and work to overturn insurance claim rejections

Senior Revenue Cycle Collections Specialist

• Coordinates and facilitates patient billing and collection activities
• Researching and holding payers accountable
• Resolving outstanding issues with insurance payers
• Builds strong working relationships with assigned business units
• Responds to incoming calls and makes outbound calls to resolve billing issues
• Works independently under general supervision

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