Job Summary
The Collection Specialist is responsible for collection efforts, contacting patients, discussing and negotiating payment arrangements and possible solutions with patients, using different forms of information available to the collection specialist to help patients resolve their outstanding accounts.
Major Responsibilities/Activities
- Place outbound phone calls efficiently.
- Notify consumers of delinquent accounts via telephone to solicit payment.
- Receive payments via telephone for customer accounts.
- Manage and follow up on assigned collection accounts.
- Accurately document the information provided and outcome of the call in an efficient, clear, and concise manner.
- Identify appropriate situations for transferring/escalating a call to a senior advisor, supervisor, or other member of management.
- Conduct all job tasks, duties, phone calls, and interactions with respect, a positive attitude, and in accordance with company compliance policies and applicable government regulations.
- Consistently support and demonstrate the company mission and values.
- Assist with special projects as directed.
- Participation in relevant meetings or events.
- Perform other duties as assigned.
Required Education, Skills, & Experience
- Excellent customer service skills.
- Strong verbal, written, and telephone communication skills.
- Strong computer skills.
- Ability to maintain confidentiality and communicate effectively.
- Ability to multi-task.
- Must be able to handle disgruntled callers effectively and with tact.
- Strong data entry skills.
- Must possess a level of resourcefulness and independence adequate to efficiently utilize resources to solve problems and complete tasks.
- Working knowledge of Microsoft Office programs.
- Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.
Preferred Education, Skills, & Experience
- Collection experience is helpful, but not required.
- ACA certification is a plus, but not required.
Working Environment
- The office environment is a controlled indoor setting with minimal exposure to adverse conditions.
- Noise levels in the office are typically moderate and consistent with a standard office setting.
- For employees approved to work in a hybrid or remote setting, a quiet, private workspace free from significant distractions is required to ensure productivity during work hours.
- A reliable internet connection is required for hybrid/remote work. EMS|MC will provide necessary equipment, including a computer, monitor, keyboard, mouse and headset.
Physical Requirements:
- Sitting: frequent and prolonged periods of sitting at a desk while working on a computer.
- Communication: frequent and prolonged periods of speaking, listening, reading, and writing.
- Fine motor skills: frequent use of hands for typing and operating a computer mouse.
- Movement: occasional walking and climbing of stairs; limited bending, kneeling, lifting, and carrying of office-related items.
Employees must be able to perform the essential functions of this position. Reasonable accommodations will be provided to qualified individuals with disabilities as needed to support their ability to perform these essential functions. If you require an accommodation for this position or to participate in the application process, please contact HR at humanresources@emsmc.com.