Customer Service Representative

Job Summary

We are seeking a dedicated and detail-oriented Customer Service Representative in contacting liable parties and arranging payment plans. This role involves providing accurate, up-to-date account information to parties regarding outstanding debts, working proactively to secure payments and/or efficient repayment plans, and ensuring that all payments and accounts are processed and recorded correctly. This is a fast-paced position that requires the ability to multitask and work efficiently under pressure.

• Make over 125 outbound calls daily to debtors to clarify and communicate account status.
• Negotiate payment plans that lead to efficient and effective resolutions of outstanding debts.
• Provide excellent customer service with regular follow-ups and clear communication.
• Send letters and other mailings to liable parties informing them of debt and payment requirements.
• Log calls, emails, letters, and other actions taken to track the department's progress and efforts.
• Utilize tracking software to monitor account status and provide real-time updates.
• Perform other duties as assigned to support the team and department goals.

To succeed in this role, an individual must be able to effectively carry out each of the essential duties. The following are the qualifications required:

• Strong phone etiquette with the ability to be persistent yet compassionate when dealing with customers.
• Previous customer service experience in any capacity that involves communication with customers over the phone.
• Comfortable making over 125 outbound calls daily.
• Experience with debt collection, particularly for amounts up to $30,000.
• Knowledge of various insurance and payer sources (e.g., Private Pay, Medicaid, Medicare).
• Proficiency in Microsoft Office Suite (Excel, Word, etc.) and the ability to quickly learn other software tools.

• Exceptional communication and negotiation skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and organizational skills.
• Ability to stay motivated and persistent while maintaining professionalism.
• Ability to thrive in a fast-paced environment, managing multiple tasks efficiently.