Become A Collections Representative

* Receives and/or places telephone calls which are predominantly routine but may require deviation from standard screens, scripts, and procedures.
* Uses computerized system for tracking, information gathering, and/or trouble shooting.
* May answer inquiries, resolve problems, promote and sell products/services, and/or enter or confirm sales.
* Requires basic knowledge of company, products, and/or services.
* May assess needs and suggest/promote alternative products or services.
* Usually requires ability to navigate a computerized data entry system or other relevant applications.
* FUNCTIONAL RESPONSIBILITIES: Contacts customers to determine reason for payment delinquency and obtain payment commitment by placing outbound calls

* Interpret explanation of benefits received to implement changes to future invoices to facilitate prompt payment and reduce possible denials.
* Work assigned AR (open invoices) using computers and a variety of automated systems to guarantee timely collections.
* Record in patients' charts actions taken, documentation sent and other pertinent notes to the reconsideration process to decrease AR and increase cash collections.
* Analyze explanation of benefits received, denial trends and confer with customers to determine reasons for denials to facilitate effective collections.
* Record collections progress of assigned invoices on spreadsheets and within billing system as assigned by manager.
* Verify accuracy of billing charges and reject any unprocessable invoices using knowledge of medical fee schedules, State specific requirements, payer instructions and compliance requirements.
* Answer client account inquiries for billing and collections related questions.
* Obtain additional documentation to attach to invoices to facilitate payment and reduce rejections.
* Sort and file correspondence, and perform miscellaneous clerical duties such as answering correspondence and writing reports.
* Record invoices to be credited on the specified spreadsheet for manager approval.
* Follow up on reconsiderations as necessary after no response after 30 days to ensure timely collections.
* Communicate with other departments to obtain additional information or for clarification of billing and collections and prepare billing invoices for submission (as needed).
* As needed you will have other special projects or tasks as delegated by the Revenue Services Manager, Director of Revenue Services

* Maximize productive time, manage assigned work queues and ensure multiple calls are made when appropriate.
* Professionally handle all calls by listening patiently, understanding customers financial circumstance and providing accurate resolutions.
* Ensure each interaction is managed effectively by adhering 100% to compliance standards.
* Properly notate accounts according to established policies & procedures.
* Demonstrate effective questioning/listening skills when speaking with customers and third parties Use probing questions and leverage information obtained to ensure productive collection/skip tracing efforts.
* Execute according to daily, weekly and monthly goals related to past due accounts.
* Focus on minimizing company losses (repossessions and charge-offs).
* Assist customer with information and any account changes needed as appropriate Adhere to the attendance and break policy.
* Performs other related duties as assigned

* Include the following.
* Others may be assigned._
* Answer inbound customer service calls and make some outbound follow up calls in a professional, service oriented manner.
* Answer the calls timely without drops/abandons.
* Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution.
* Facilitate resolution by referring the matter to the issue/content expert.
* Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter.
* Assist with inbound faxes to identify issues and take action on account to facilitate faxed request.
* KNOWLEDGE

* Interacts with client's Accounts Payable Department regarding status of payments in a fast goal oriented collections department.
* Indentifies areas of concern and provides effective problem resolution and suggestions regarding customers' account status.
* Providing customer service regarding collection issues, process and review account adjustments, resolve client discrepancies and short payments.
* Responsible for monitoring and maintaining assigned accounts
* High volume customer calls, account adjustments, small balance write off.
* Accountable for reducing delinquency for assigned accounts.
* Tracks progress of accounts and updates via company data base for weekly aging report.
* Perform other assigned tasks and duties necessary to support the Accounts Receivable Department