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.
• 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

• Lead triage of control infractions
• Collaborate with teammates on larger initiatives
• Use data and reporting to provide process health updates and trends to leaders
• Identify and implement process improvements to drive issue resolution and risk mitigation activities
• Track and resolve process breakdowns
• Understand customers’ needs within the process and drive process improvements
• Develop and maintain formal process documentation, including desktop procedures and process flow diagrams
• Establish and maintain strong relationships with up and downstream teams
• Serve as a subject matter expert to effectively partner across multiple teams to achieve desired outcomes or improvements by clarifying needs and providing appropriate solutions

Senior Associate, Process Manager – Customer Resiliency, Collections

• Own and manage a portfolio of customer accounts
• Develop and execute strategic collection plans to drive timely payment
• Conduct proactive and targeted collection campaigns through professional communication (phone and email)
• Analyze account status, payment trends, and dispute history
• Lead resolution of short payments and discrepancies
• Drive closure of reviewed and rejected disputes by following up with customers
• Collaborate with internal stakeholders to validate claims
• Act as a central liaison across departments to remove barriers to payment
• Prepare, analyze, and present account and portfolio-level reporting to Senior Management
• Identify process improvement opportunities

Senior Collections Specialist

• Designing and building dashboards in Power BI from scratch
• Writing advanced SQL queries to extract, clean, and model data
• Forecasting performance, inventory flow, and resource needs across collections portfolios
• Analyzing operational trends and recommending improvements in agency performance
• Partnering with senior leadership and third-party agencies on collections strategy
• Automating reporting and creating scalable analytics tools
• Presenting insights and training teams on new reporting tools

Collections Operations Analyst – Reporting & Insights, PowerBI, SQL

• Develop, implement and optimize a comprehensive collections and recoveries strategy aligned with the company’s overall business objectives.
• Oversee daily operations, ensuring business intent is supported by operational excellence - delivered by vendor or shared internal resources. Establish and monitor key performance indicators (KPIs) to measure the effectiveness of collections efforts. Establish and manage relationships with third-parties for the delivery of the strategy.
• Identify and mitigate potential risks associated with collections activities, including strict adherence to all federal, state, and local regulations governing collections and recoveries.
• Own the Collections and Recoveries budget and maximize return on operational expenses.
• Leverage technology to improve efficiency and effectiveness, including the implementation of new collection systems and tools.
• Balance aggressive collections with a customer-centric approach, minimizing negative impacts on customer relationships.

Head of Collections and Recoveries

• 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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Collections Specialist

Senior Associate, Process Manager – Customer Resiliency, Collections

Senior Collections Specialist

Collections Operations Analyst – Reporting & Insights, PowerBI, SQL

Head of Collections and Recoveries

PFS Representative, DME Collections