Job Title: Pre-collect Client Service Representative
Department: Pre-collect
Reporting Manager: Pre-collect Manager
Classification: Non Exempt
Job Summary: The Pre-Collect Client Service Representative notifies customers of outstanding balances and attempts to secure payment according to client guidelines.
Job Responsibilities/Functions:
• Ability to handle inbound and outbound customer calls as well as special projects • Logged onto phone for 7.5 hours per day • Handle minimum of 100-110 calls per day depending on the client • Provide the reason for the outstanding debt to customers and offer approved payment options and calculate appropriate payment plans • Process payments over the phone via check by phone, credit card, hard copy or payment database • Investigate insurance information/eligibility as directed by the client • Determine eligibility of Free Care for hospital charity programs and send out appropriate paperwork • Document all appropriate and accurate information from phone conversations in computer system • Provide professional and concise information to the client via the phone, email and client systems • Promote “Help Loans” for client and process initial contract through client website • Call client’s billers to verify insurance eligibility • Provide professional and accurate information to guarantors via the phone • Meet or exceed individual or group goals on a monthly basis
Essential Knowledge, Skills, and Abilities:
• Strong computer knowledge • Strong verbal and written skills • Strong customer service background • Strong negotiation and problem solving skills • Familiar with HIPPA and FDCPA laws • Ability to maintain confidentiality in all matters relating to the client and or debtors • Ability to work under pressure and within deadlines • Ability to consistently demonstrate high level of professionalism and courtesy • Flexibility in work assignments; based on business needs • Ability to work well in a team environment • Bilingual a plus • Familiarity with medical terminology and insurance plans • Familiarity with AS400, HDX, SMS, HBO, FACS database systems • Self motivated and goal oriented
Essential Education, Training, and Work Experience:
High School Diploma or GED required. Previous work experience in a customer service environment.
Physical Demands:
• Sitting for an extended period of time • Communicating via phone and computer
