Remote Bilingual Account Resolution Specialist

Job Description:
Shift: Mon,Tue,Wed,Thu,Fri

HSI Financial Services, LLC (HSI) is a subsidiary of Phoenix Health Care Management Services, Inc., and was created in 1983 as members’ first shared services initiative. Offering a full range of revenue cycle management solutions, HSI strives to provide superior service and financial value for its clients.

Summary:

HSI is seeking a dedicated bilingual Account Resolution Specialist who can keep track of assigned accounts and manage multiple delinquent account for debt collection efforts. They will continue to support associates after training by monitoring their progress, ensuring that they understand and meet expectations, answering questions, and providing timely bad debt collection status updates. The Account Resolution Specialist should be analytical, supportive, and prepared to act as a resource to the team to ensure all debt collections are accounted for and allocated as required. To succeed in this role, you should be focused on meeting deadlines and collections. At HSI we value and expect a positive and productive work environment.

Responsibilities include:

1. Collect and resolve assigned bad debt accounts via outbound and inbound telephone calls.

2. In accordance with applicable regulations, appropriately verify all debtor information during collection call in order to minimize incorrect phone number and addresses and aid in prompt collection activities.

3. Through firm but professional 'talk-off' and in accordance with applicable regulatory requirements, ask for payment and resolution of each account as appropriate.

4. Actively listen to debtor to determine if additional assistance should and can be provided and to minimize debtor complaints and aid in effective Account Resolution.

5. For each collection contact or activity, thoroughly and accurately document account in accordance with company policy.

6. Meet or exceed established monthly collection and quality assurance goals and maintain establish call volumes on a daily basis.

7. Work assigned files effectively and efficiently in accordance with all policies and regulations to maintain production and customer service standards.

8. Report problems experienced to supervisor as appropriate and escalate calls to the supervisory level in accordance with established guidelines.
Experience and Skills:

• Requires professional knowledge of the principles of credit, collections and customer service typically acquired through at least one year of on-the-job experience in a collections environment.
• High School Diploma required.
• Requires knowledge of medical accounts receivable and collections.
• Ability to communicate clearly and respectfully by telephone and in a written fashion to clearly document account activity.
• Ability to be assertive in the collection process and maintain a respectful demeanor with debtors.
• Requires working knowledge of personal computers and automated dialer systems.
• Knowledge of all related regulations including but not limited to FDCPA and HIPAA.
• Requires ability to stay focused on collections while providing assistance to other collectors.
• Bilingual: English/Spanish

• Must be able to work flexible hours, OT and weekends (Mon-Fri 8am-5pm, and one Saturday 8am-12pm a month)

** This position will require on-site training for the 2 weeks of employment.
From: Phoenix Workforce Solutions, LLC