Customer Service Representatives

2 months ago

Angeles Pampanga, Philippines INNOVATE STRATEGIC RESOURCE MKTG, INC. Full time
Execute hardcore collections strategies to recover outstanding balances from customers.
- Utilize advanced negotiation and persuasion techniques to secure payment arrangements and resolve disputes over the phone.
- Conduct thorough research and analysis of patient accounts to identify and rectify billing discrepancies.
- Maintain accurate and detailed records of all collection activities and communications with customers.
- Collaborate with internal departments, including billing, to address underlying issues contributing to outstanding balances.
- Stay up-to-date with changes in healthcare regulations, insurance policies, and collection best practices to ensure compliance and optimize collection efforts.
- Provide exceptional customer service to customers, insurance representatives, and internal stakeholders while adhering to company policies and procedures.
- Meet or exceed performance targets, including collection goals, call quality standards, and compliance metrics.
- Participate in ongoing training and professional development opportunities to enhance collections skills and healthcare knowledge." "1. Minimum 2 years applicable Customer Service/collections/financial services experience
2. Provides excellent customer service to the customer by phone to educate them on any concerns/disputes that they may have on the services offered to the customer. Explain the customer about the delinquency on the account and collect the required amount, process the payments along with explaining the benefits of paying and keeping the account in current standing.
3. Provides accurate resolution regarding problems/ credit terms with customer's account and payments.
4. Must be willing to go the extra mile to work with the customer on payment options, payment plans and to appropriately escalate any dispute that the customer may raise (Escalation handling).
5. Should be able to transfer calls to the necessary groups as required by law.
6. Must abide by all regulartory compliance requirements as required by federal law in the US
7. Accurately documents all actions taken during each transaction with the customer as required
8. Must be willing to go on overtime due to service level requirements.
9. Must be willing to adhere to the shift schedule that is provided to them.
10. Should be able to participate in team meetings, refresher trainings, and other seminars/trainings and events that will be provided by the program.
11. Must have sufficient computer skills to provide basic trouble shooting workarounds to subscribers.
12. Must be receptive to coachings from Managers, Supervisors, Trainers, QA's, CA's, SME's and CCOD's
13. Addt'l - Should easily adapt to change based on process, service and/or product updates."

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