Position Title: Collection Representative, Full-time
Company Name: Frost Arnett Company
Location of Job: Campbellsville Ky
Company Address
1327 E Broadway
Campbellsville, Kentucky 42718
United States
Contact Information:
Deborah Burris
dburris@frost-arnett.com
Position Summary:
Perform resolution-oriented collections and follow-up to achieve cash recovery and resolution goals of assigned receivables. Representatives will contact consumers, obtain information, and facilitate payment arrangements while maintaining a positive relationship between the consumer and our client.
ESSENTIAL FUNCTIONS:
• Treat all consumers with dignity and respect.
• Professionally and respectfully persuade consumers to pay in an effort to set up payment arrangements and settlements on deficiency balance accounts while aiding in resolving negative credit history reporting for our consumers.
• Utilize the scripted opening when the right party is reached. This includes identifying the consumer, identifying the company, and asking for payment on the account.
• Negotiate payment terms and methods when the right party is reached. The negotiation process often requires reviewing the account information in database, and/or asking probing questions of the consumer in order to better understand potential objections to payment.
• Update the customer record with new information, record the call result or disposition; as well as any relevant notes about the call via the menu or narrative section of the system.
• Make outbound and receive inbound calls using a company provided system to gather or clarify information.
• Utilize various skip tracing techniques to locate appropriate parties in order to negotiate payment arrangements.
• Execute verbal skip tracing procedures when a non-right party is reached. This includes asking for home address, home telephone number, and place of employment.
• Comply with and adhere to all regulatory compliance areas, policies, and procedures (including HIPAA and PCI compliance requirements), and “leading practices”
• Ability to navigate through multiple tasks simultaneously and prioritize based on importance while displaying strong attention to detail.
• Maintain supporting chronological notes that detail action taken to resolve outstanding account balances.
• Receive research and respond to incoming questions; provide information, explain policies and procedures, and/or facilitate a resolution.
• Performs other duties as assigned.
Work Hours: Flexible Work Schedule, Monday – Friday
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential function
satisfactorily, with or without reasonable accommodation. The requirements listed below are
representative of the knowledge, skill, and/or ability required. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
• High school diploma or equivalent required.
• Ability to communicate clearly and briefly, utilizing proper grammar and telephone
etiquette.
• Prior PC and keyboard knowledge is a mandatory requirement.
• Ability to compute basic math calculations using addition, subtraction, multiplication,
division, and percentages.
KNOWLEDGE REQUIREMENTS
• Excellent command of the English language, including strong written and spoken
communication skills; bilingual in Spanish a plus.
• Must have a working knowledge of a Windows-based system; experience in word
processing and database entry a plus.
• Must possess interpersonal skills to handle sensitive and confidential situations.
• Position continually requires demonstrated self-confidence, skill, and diplomacy.
• Persuade customers to resolve their accounts within the payment and settlement criteria.
• Some analytical ability is required in order to gather information from consumers, find
solutions and prioritize work.
• Work requires continual attention to detail in data entry of information related to
consumer interactions.
• Knowledge of healthcare billing and/or collections practices preferred.
• Strong listening skills – Ability to listen and understand directions
LANGUAGE SKILLS
• Ability to converse and respond to common inquiries from consumers and members of
the general public.
• Ability to write business-related documents such as letters, emails, and other business
correspondence as needed.
REASONING ABILITY
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential
functions.
While performing the duties of this job, the employee is regularly required to sit, talk and hear.
The employee frequently is required to use hands to dial a telephone, utilize a computer
keyboard and mouse, and operate office equipment. The employee is occasionally required to
stand, walk, and reach with hands and arms, as well as lift up to 20 pounds.
WORK ENVIRONMENT
The employee works in a temperature controlled office environment. The employee sits at a desk
during regularly scheduled work hours, answers and makes telephone calls using a standard
telephone, types on a standard keyboard, and reads and comprehends information from a
computer terminal and/or written resources.
Website Address for Applying Online