HYBRID- Bilingual Bad Debt Collector

A Bilingual- Bad Debt Collector works to maintain accurate patient accounts while reducing outstanding receivables. This position focuses on the timely collection of monies and maintaining positive customer relations.

Essential Duties and Responsibilities

Includes the following: (Other duties may be assigned)

1. Handle inbound and outbound patient account calls promptly and professionally, while also providing assistance and resolution to account inquiries, issues, and requests.
2. Verify and update customer's account information on the computer system, in accordance with applicable regulations.
3. Negotiate payments and offer suggestions for balance in full or settlement arrangements.
4. Adheres to established guidelines when determining appropriate collection outcomes.
5. Typically works active accounts in an automated dialer mode.
6. Meet individual and departmental goals and service level agreements including, but not limited to monetary goals, number of calls, and quality assurance.
7. Understands and abides by FDCPA (Fair Debt Collections Practice Act), HIPAA, TCPA, and company regulations.

Qualifications

1. Requires professional knowledge of the principles of Medical credit, collections, and customer service; typically acquired through at least one year of on-the-job experience in a collections environment.
2. One must have the ability to communicate clearly and respectfully, by telephone and in written fashion to clearly document account activity.
3. The individual must be assertive in the collection process while maintaining a respectful demeanor with debtors.
4. Requires working knowledge of personal computers as well as automated dialer systems.
5. Knowledge of all related regulations including, but not limited to FDCPA and HIPAA.

Competencies

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve services; responds to requests for service and assistance; meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others ideas and tries new things.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; Contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.

Attendance/Dependability - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time; follows instructions; responds to management direction

Professionalism/Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; accepts responsibility for own actions; upholds organizational values

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel; reach with hands and arms, and climb or balance. The employee is occasionally required to stoop, kneel, crouch or crawl. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

100 % remote