Note: This role is for South Africa-based candidates only (we do not provide visa sponsorships)
About the Role:
The Collections team under Billing Operations is responsible for collecting payments from Healthcare Facilities. A Collection Specialist is responsible for ensuring that the assigned facilities pay their invoices quickly and on time. Cash is the lifeline of any company. This is a very critical role to ensure that the cash flows for the company are smooth. The Collection Specialist will reach out to the facilities through phone and email to get a commitment of payment (Promise to Pay) and ensure that the facilities honor these commitments. The Specialist will work with the facilities and the respective internal teams to ensure any roadblocks in collecting the payments are removed. The role requires cross-functional collaboration with Billing Disputes, Sales, Facility Onboarding, and Customer Support to achieve the desired goals.
Responsibilities:
Monitor accounts to identify outstanding debts
Review previous data for each debt or bill
Contact AP's/Admins via call or email to ask about their overdue payments / upcoming dues
Identify the root cause of non-payment
Resolve billing concerns
Report on collections update and accounts receivable status
Communicate with the sales department to maintain accurate and updated information on client contracts
Maintain logs of calls and record any payment updates from the customer
Billing reps will be assigned new facilities to start contacting, doing courtesy, and payment reminder calls and emails
Billing reps are expected to apply and deliver what was taught in the training
Billing reps will identify their critical accounts and will be expected to endorse them to their managers
Build relationships with the Facilities (properly set expectations about our billing policy, explain NET & Dispute Terms, etc.)
Introduce themselves to the facilities and give their contact details
Build good relationships cross-functionally and with billing team members
Review the current standing of their assigned accounts
Identify good payers to bad payers
Help their HCF resolve their concerns on their bills and report to managers for further consultation
Keep track of facilities that do not need to call because they are good payers
Temp check from time to time to identify if their HCF needs any assistance with their bills
Build out SMART plans for the delinquent accounts
Aim to have a 95% collection rate on a quarterly basis
Requirements and Skills:
Good listening skills
Communication skills (verbal and written)
Negotiating skills
Patience and stress management
Problem-solving skills and critical thinking skills
Quick adaptability to changes
Knowledge of Microsoft Office Software
Knowledge of using Google cloud-based software
Proven experience using Customer Service tools (ticketing software, email platforms, chat & phone software, etc.)
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