Collections

• Performs a variety of collection activities including collection calls, correspondence, negotiating payment plans, and maintaining records of all communication.
• Provides customer service regarding collections issues.
• Processes customer refunds, processes and reviews account adjustments, and resolves client discrepancies.
• Responsible for collection of highly complex/difficult accounts and situations.
• Prepares weekly and monthly updates and status reports of outstanding delinquencies.
• Provides financial counseling to discuss and resolve debt situation within established limits.

Senior Collections Specialist

• Lead daily team operations by monitoring queue activity and prioritizing workload
• Perform inbound and outbound collection calls across all stages of delinquency
• Handle escalated or complex customer situations, including delinquency resolutions
• Gather, analyze, and report collections data
• Assist in monitoring team performance metrics
• Provide training, coaching, mentoring, and side-by-side support
• Review and maintain detailed account documentation
• Support the supervisor during absences
• Perform special projects, audits, or analyses as required.

Lead Collections Specialist

• Perform inbound and outbound collection calls across all stages of delinquency.
• Research, identify, and resolve issues contributing to customer delinquency.
• Maintain accurate and detailed records of all customer interactions and account activities.
• Provide exceptional customer service by resolving complex account issues, discrepancies, and disputes.
• Review accounts to ensure compliance with internal policies, investor requirements, and applicable regulatory standards.
• Analyze borrower financials to determine appropriate payment arrangements or retention options.

Collections Specialist

• Responsible for the timely, accurate submission of invoices to responsible payer
• Evaluates payments received and application to the patient account
• Follows-up with responsible parties to ensure the receipt of timely, accurate payments
• Assists with Billing and Collection Training
• Completes "second level" appeals to payers

Collections Specialist, Medical Biller

• Build strong relationships with current and prospective Collection agents.
• Monitor and measure the QA trends for improvement and act on needed areas of training.
• Working with the collection management team, our L&D team as well as others in the creation and update of training material for collections.
• Manages the new hire training program and determines agent readiness and communicates to the collection management team on new hire performance.
• Holds team members accountable to individual and team collections goals.
• Trains and coaches team members on effective collections techniques.
• Motivating and inspiring the team to work together and surpass their potential.
• Periodically evaluating ongoing programs to ensure that they reflect any changes.
• Direct structured learning experiences and monitor their quality results.
• Responsible for assisting in the management of the agents KPI’s metrics.
• Guides daily, weekly, monthly focus of goals and objectives.
• Suggests, creates, and follows up on ideas to improve efficiency, and effectiveness with the available resources.
• Identify training needs by evaluating strengths and weaknesses.
• Instruct and ensure team members are trained and adhere to company policies and procedures.
• Teach and validate understanding of collections policies and standard of procedures.
• Understand, adhere to and enforce all corporate policies including, but not limited to, Code of Conducts, Ethics and Information Security Policies.
• Introduce refresher programs monthly/quarterly for agents who are under performing with QA violations, call performance, collections skills, etc.
• Assist management by providing instructions on company procedures, policies, practices, and computer systems.
• Lead by example in a hands-on and approachable manner.
• Recognize and develop skills/abilities of collections department employees in order to meet Collections and Company objectives.
• Adhere to all Company policies, expectations and guidelines.
• Ensure all customer and transaction information is accurately entered into the point-of-sale system.
• Create and maintain accurate customer notes.
• Adhere to local, state, and federal regulatory requirements.
• Assist the Collections Management team with training, evaluating, and development of staff.
• Recognize and improve skills/abilities of team members to meet Collections and Company goals and objectives.
• Motivate, train, and educate Collection agents on proper techniques and processes.

Senior Collections Trainer

• 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

PFS Representative, DME Collections

• Lead daily team operations by monitoring queue activity and prioritizing workload
• Gather, analyze, and report collections data
• Assist in monitoring team performance metrics, identifying trends or gaps
• Provide training, coaching, mentoring, and side-by-side support to specialists
• Review and maintain detailed account documentation
• Conduct annual performance reviews and deliver ongoing performance evaluations
• Support hiring and onboarding efforts by participating in candidate interviews
• Perform special projects, audits, or analyses as required

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