Professional Collection Specialist

Finance System, Inc. Seeks Motivated and Persuasive Communication Professionals

No experience necessary. We are willing to train the right candidates. We are looking for candidates that will bring their “A” game every day and take initiative by taking a problem and turning it into an opportunity.

SUMMARY: This position is primarily responsible for contacting consumers from our call center in an assigned work list and via a predictive dialing system to resolve accounts and secure payment plans where applicable. Customer Service is a top priority.

DUTIES AND RESPONSIBILITIES:

• Communicates with consumers via phone and maintains compliance standards through proper documentation, status update, queue, and telephone manner.
• Follows all FDCPA, FCCPA, FCRA, and HIPAA internal policies and procedures.
• Follows the ACA Code of Ethics.
• Confers with consumer/patient by telephone and chat and seeks to determine reason for overdue payment.
• Demonstrates basic compliant negotiation skills to resolve accounts accurately which may include reviewing the explanation of benefits, previous billing statements, and basic date of service information with the consumer/patient.
• Gathers all required pertinent insurance information where insurance has not billed or there is missing information.
• Initiates complete and clear requests to specific departments as needed for insurance filing and follow-up, compliance, accounting, workers compensation, dispute handling, and attorney and estate representation.
• Receives payments and accurately processes payment plans and settlements.
• Follows client work plan specific instructions.
• Escalate supervisor and complaint calls to ensure high level of service is provided to the consumer.
• Requests necessary notices to expedite account resolution.
• Follows all client required expectations in the client work plan regarding how accounts are managed.
• Attends on-site training courses as assigned for initial and ongoing training.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• High school diploma or general education degree (GED).
• Computer skills a plus.

COMPETENCIES:

• Diversity - Shows respect and sensitivity for cultural differences;
  Educates others on the value of diversity;
  Promotes a harassment-free environment;
  Builds a diverse workforce.
• Ethics - Treats people with respect;
  Keeps commitments;
  Inspires the trust of others;
  Works with integrity and ethically;
  Upholds organizational values.
• Adaptability - Adapts to changes in the work environment;
  Manages competing demands;
  Changes approach or method to best fit the situation;
  Able to deal with frequent change, delays, or unexpected events.
• Attendance /
  Punctuality
  - Is consistently at work and on time.
• Customer Service - Manages difficult or emotional customer situations;
  Responds promptly to customer needs;
  Solicits customer feedback to improve service;
  Responds to requests for service and assistance;
  Meets commitments.
• Dependability - Follows instructions, responds to management direction;
  Takes responsibility for own actions.
• Innovation - Displays original thinking and creativity;
  Meets challenges with resourcefulness;
  Generates suggestions for improving work;
  Develops innovative approaches and ideas;
  Presents ideas and information in a manner that gets others' attention.
• Leadership - Exhibits confidence in self and others;
  Inspires and motivates others to perform well;
  Effectively influences actions and opinions of others;
  Accepts feedback from others;
  Gives appropriate recognition to others.
• Motivation - Sets and achieves challenging goals;
  Demonstrates persistence and overcomes obstacles;
  Measures self against standard of excellence.
• Oral
  Communication
  - Speaks clearly and persuasively in positive or negative situations;
  Listens and gets clarification;
  Responds well to questions;
• Professionalism - Approaches others in a tactful manner;
  Reacts well under pressure;
  Treats others with respect and consideration regardless of their status or position;
  Accepts responsibility for own actions;
  Follows through on commitments.
• Quality Management - Looks for ways to improve and…