Collections Specialist

• Competitive Pay
• Career Development
• Competitive Benefits & 401k
• Values: Integrity, Teamplay, 1% Better Each Day

DUTIES AND RESPONSIBILITIES

• Communicate directly with patients regarding financial responsibility via phone, email, and USPS.
• Establish payment arrangements and settlements per company and department policy.
• Make 30 calls minimum per day and collections of $50,000 a month (Subject to change).
• Provide exceptional customer service and communication with patients, collection team, and management.
• Assist in running and preparing monthly statements.
• Document all interactions with patients in collaboration clearly, concisely, and timely on the day of interaction. (If it is not documented it never happened).
• Work Payment plan calendar daily by processing payments and sending Adobe documents for the next day.
• Post payments and adjustments in Collaborate and other approved systems.
• Check voicemails and respond to emails daily.
• Monitor individual collection call metrics, call quality, and monthly collections.
• Assist with opening correspondence and making sure that they are appropriately forwarded to the correct departments.
• Maintain clear and transparent company approved documentation, reports, and bookkeeping processes. (Stored in company approved location and made public for management independent review or upon request.)
• Ensure that you are following the Fair Debt Collection Practice Act (FDCPA) and report any violation immediately to the collection manager.
• Attend all job-related meetings or training.
• Assist with any task assigned to you by Collections Manager or Team Lead

KNOWLEDGE

• Technical phone skills
• Understanding of substance abuse and mental health disorders.
• Experience within the substance abuse/mental health industry is preferred.
• Basic computer skills
• Technical phone skills
• Must have knowledge of Insurance benefits and must be able to explain to clients.
• Must have basic knowledge of medical terminology.

QUALIFICATIONS

• DEPENDABILITY - Employee can be counted on to complete assigned tasks in a timely manner with little supervision. Accepts responsibility when necessary to see that the job gets done.
• ATTENDANCE AND PUNCTUALITY - Is prompt and on time for work, assignments, and meetings. Notifies supervisor prior to lateness or absence. Understands that excess absences pose a hardship on other employees.
• JOB SKILLS AND KNOWLEDGE - Employee understands and displays the ability to utilize all required systems.
• Employee works cooperatively with other community resources and referral sources to coordinate services to clients.
• QUANTITY AND QUALITY OF WORK – Cares about the quality and accuracy of work being produced. Accepts responsibility for completing job tasks. Uses time productively and efficiently.
• ATTITUDE – Demonstrates a cooperative, positive, and enthusiastic attitude toward fellow employees, clients, and visitors. Maintains a positive attitude in carrying out assignments and is helpful and courteous to fellow employees.
• CONFIDENTIALITY - Know and follow confidentiality laws and procedures at all times.
• COMMUNICATION SKILLS-Is effective in written and oral expression. Demonstrates proper telephone etiquette and is able to communicate easily with clients, referral sources, and visitors in an appropriate manner. Relates to clients and co-workers in a respectful and professional manner.
• CONDUCT – Conducts oneself in a manner consistent with the agency’s code of ethics and code of conduct. Shows professionalism in an office setting.
• FLEXIBILITY / HANDLING EMERGENCIES – Responds well to changing situations or routines. Handles crises calmly and professionally.

COMPETENCIES

• Analytical—the individual synthesizes complex or diverse information.
• Problem-solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully. Utilizes available resources to answer questions and provide solutions.
• Oral communication—the individual speaks clearly and persuasively in positive or negative situations, and demonstrates customer service etiquette
• Organization—the individual can maintain records in an organized fashion
• Inspires and motivates others to perform well and accepts feedback from others.
• Quality management—the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.
• Judgment - the individual displays willingness to make decisions, exhibits sound and accurate judgment, and makes timely decisions.
• Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently, and develops realistic action plans.
• Safety and security—the individual observes safety and security procedures and uses equipment and materials properly. Follows HIPAA regulations regarding client information.

WORK ENVIRONMENT

• Noise Level – usually quiet
• Physical Demands – employee is frequently required to sit; employee must occasionally lift and / or move up to 25 pounds
• We are a drug-free work environment and vaccinations are required.