Collections

• Follow-up work on Self Pay account balances
• Handle inbound calls generated by auto-dialer to secure payment
• Establish payment arrangements and obtain updated patient information
• Collect full payment from patient or guarantor
• Apply payments collected over the phone to each date of service
• Handle customer inquiries, disputes and complaints
• Document terms in billing system
• Evaluate the patients ability to pay for services
• Utilize Epic estimator tool to provide estimates and collect upfront payments
• Determine coverage for planned clinical services and calculate patient expected out of pocket expenses
• Answer and return phone calls and other general office tasks
• Perform other job duties as required.

Self-Pay Collections Specialist II

• 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.
• Researches customer inquiries related to billing concerns and misapplied payments.
• Processes payments from delinquent customers and negotiates payment arrangements and/or settlements when necessary.
• Engages management and/or sales when required or appropriate to expedite resolution of customer issues and/or outstanding receivables.
• Initiates or processes write-offs, bad debt recoveries, and credit memos in accordance with defined procedures and levels of authority.

Collections Specialist

• Consistently achieve monthly collection performance by maintaining results within 2% of the established collection target
• Responsible for assigned TRAC customer portfolio and reconciliation of associated receivables; inclusive of open balances, on account credit, and open payments
• Proper use of escalation paths to ensure timely identification and remediation of roadblocks which pose a risk to departmental objectives
• Leverage data driven collection strategies and targeted outreach techniques to effectively reduce DSO and enhance overall receivables performance
• Build strong, collaborative relationships with customers and internal partners to ensure timely resolution of billing issues, disputes, and outstanding balances, supporting consistent and efficient collection performance
• Draft clear, professional, and well structured collections correspondence with strong grammar and precision, effectively communicating delinquency status and reinforcing collection efforts through accurate, data supported insights
• Maintain thorough documentation of all account activities, ensuring all actions are accurately recorded in Oracle to provide full visibility for management
• Ability to trace unreachable customers via online searches, SCAC Online and Carrier411
• Analyze billing and payment trends to identify collection process improvement opportunities and provide actionable intelligence for informed decision making

Collections Representative

• Ensure timely and accurate submission of patient statements
• Ensure proper follow-up is performed on all outstanding balances
• Evaluate eligibility for Copay Assistance & Hardship Program and identify possible funding sources
• Follow internal and external policies and procedures
• Escalate problems as necessary to ensure timely resolution
• Ensure balances that are billed to a patient are appropriate by reviewing the primary payer EOB and other account information as necessary
• Maintain the patient billing phone line and answer and respond to patient questions and concerns in a timely manner
• Submissions & Collections of Copay Assistance Payor accounts for assigned payers
• Re-enroll patients yearly for Copay Assistance and Hardship Programs
• Additional duties as assigned

Co-Pay Assistance Collections Specialist

• Manage the collections process for customer accounts, including proactive outreach on past-due balances and resolution of payment issues
• Monitor aging reports and work to reduce outstanding accounts receivable through timely follow-up and account analysis
• Utilize HighRadius and internal systems to manage collections activity, customer communications, payment tracking, disputes, and account reconciliations
• Partner with Billing, Sales, Customer Success, and Finance teams to resolve customer concerns and billing discrepancies
• Review and reconcile customer accounts, including unapplied payments, credits, disputes, and short payments
• Support bad debt reduction efforts by identifying and escalating high-risk accounts appropriately
• Maintain accurate documentation of customer interactions, payment commitments, and account status updates
• Prepare and distribute aging analysis, collections reporting, bad debt summaries, and account status updates to leadership as needed
• Assist with month-end activities and reporting related to collections and accounts receivable
• Provide professional and customer-focused communication while driving timely payment resolution
• Escalate priority accounts, bankruptcy risks, legal concerns, or collection challenges to leadership appropriately

• Monitor and manage outstanding receivables across multiple client eBilling platforms and proactively identify delinquent and short paid balances to prioritize collections efforts
• Track status, document and resolve issues for invoice reductions until all appeal options are exhausted and/or any residual write-offs are processed
• Collaborate with billers, attorneys, and clients to resolve billing issues, resubmit invoices, and appeal disputed amounts as needed
• Manage the appeals process end-to-end, including understanding client-specific submission deadlines and submitting appeals in accordance with Cooley best practices
• Internal point of contact for e-billing collections
• Collaborate with and provide guidance to fellow collectors on e-billing portal navigation, invoice dispute resolution, and payment escalation strategies
• Investigate short payments and reductions within client eBilling systems
• Research client payment histories across e-billing platforms to identify patterns of late payment, chronic reductions, or non-compliance with agreed billing arrangements
• Keep responsible attorneys and billing partners informed of collection activity, problem accounts, and outstanding balances requiring their attention or intervention
• Negotiate and monitor informal payment arrangements and formal payment plans
• Identify accounts requiring write-off, transfer to suspense, or escalation to outside collection counsel and gather documentation necessary to proceed
• Maintain detailed and accurate collection notes and activity logs within the firm's billing and collections systems

Senior eBilling Collections Coordinator

• Lead enhancement of business processes to mitigate fraud risk
• Produce reporting and analysis to evaluate operational initiatives
• Develop and maintain operational reports, dashboards, and reporting tools
• Partner closely with Senior Specialists and operational leaders for root-cause analysis

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