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SalaryHIRING CLASS.
CALL CENTER COLLECTION REPS.
CALL CENTER COLLECTION REPS.
*****Entry Level Position*****
Frost-Arnettisthepremierhealthcare-focusedaccountsreceivablemanagementcompany.
We provide a dynamic, fast-paced call center environment with flexible hours, competitive pay, and industry-leading benefits.
COMPENSATION & BENEFITS
- Health, Gym discounts, Dental, Vision, Life, Health Savings Account, Flexible Spending Account, 401(k), Paid Time Off, Paid Holidays, & More.
- Market competitive compensation program.
PRIMARY RESPONSIBILITIES
- Treat all consumers with dignity and respect.
- Professionally and respectfully persuade consumers to pay in an effort to set up payment arrangements and settlements on deficiency balance accounts while aiding in resolving negative credit history reporting for our consumers.
- Utilize the scripted opening when the right party is reached. This includes identifying the consumer, identifying the company, and asking for payment on the account.
- Negotiate payment terms and methods when the right party is reached. The negotiation process often requires reviewing the account information in the database and/or asking the consumer probing questions to better understand potential objections to payment.
- Update the customer record with new information, record the call result or disposition, and any relevant notes about the call via the menu or narrative section of the system.
- Make outbound and receive inbound calls using a company-provided system to gather or clarify information.
- Utilize various skip tracing techniques to locate appropriate parties to negotiate payment arrangements.
- Execute verbal skip tracing procedures when the non-right party is reached. This includes asking for home address, telephone number, and place of employment.
- Comply with and adhere to all regulatory compliance areas, policies and procedures (including HIPAA and PCI compliance requirements), and "leading practices"
- Ability to navigate through multiple tasks simultaneously and prioritize based on importance while displaying strong attention to detail.
- Maintain supporting chronological notes that detail action taken to resolve outstanding account balances.
- Receive research and respond to incoming questions; provide information, explain policies and procedures, and/or facilitate a resolution.
- Performs other duties as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential function satisfactorily, with or without reasonable accommodation. The requirements below represent the required knowledge, skill, and/or ability. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
EDUCATION and/or EXPERIENCE
- A high school diploma or equivalent is required.
- Ability to communicate clearly and briefly, utilizing proper grammar and telephone etiquette.
- Prior PC and keyboard knowledge is a mandatory requirement. Ability to compute basic math calculations using addition, subtraction, multiplication, division, and percentages.
SKILLS & ABILITIES
- Excellent command of the English language, including strong written and spoken communication skills; bilingual in Spanish is a plus.
- Must have a working knowledge of a Windows-based system; experience in word processing and database entry is a plus.
- Must possess interpersonal skills to handle sensitive and confidential situations.
- The position continually requires demonstrated self-confidence, skill, and diplomacy.
- Persuade customers to resolve their accounts within the payment and settlement criteria.
- Some analytical ability is required to gather consumer information, find solutions and prioritize work.
- Work requires continual attention to detail in data entry of information related to consumer interactions.
- Knowledge of healthcare billing and/or collections practices is preferred.
- Strong listening skills – Ability to listen and understand directions
- Exceptional customer service skills consisting of verbal and written communication.
- Ability to converse and respond to common inquiries from consumers and members of the general public.
- Analytical and problem-solving skills.
- Strong individual work ethic possessing the ability to work within a team, highly driven, self-starter with the ability to work independently and contribute to a team environment.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
PHYSICAL DEMANDS
The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk, see, and hear. The employee frequently is required to use their hands to dial a telephone, utilize a computer keyboard and mouse, and operate office equipment. The employee is occasionally required to stand, walk, and reach with hands and arms and lift up to 20 pounds.
The company extends equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other reason prohibited by law.
Experience
Required- Less than 1 year(s): How many years do you have in customer service?
Education
Required- High School or better
Behaviors
Preferred- Team Player: Works well as a member of a group
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Dedicated: Devoted to a task or purpose with loyalty or integrity
Motivations
Preferred- Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
- Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
- Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
