State Collection Service, Inc.

• Handling inbound and outbound calls in a high-tech environment • Resolving general questions regarding insurance, financial assistance, and processing payments • Makes and answers calls in the name of the client to resolve billing and payment issues utilizing established work queues and call pools as necessary • Responds to requests for information by patient/account holders in a professional, thorough, explainable manner • Acts to gain payment or arrangement of payment on behalf of the client as appropriate • Follows client-specific protocols and policies when carrying out duties • Investigates and responds to client enquiries as needed • Enters and monitors payment arrangements • Adhere to all FDCPA, FCRA, HIPPA and other applicable laws

• Handle inbound and outbound telephone calls • Collect payment for medical and non-medical accounts • Utilize negotiating and customer service skills • Adhere to all FDCPA, FCRA, HIPPA and other applicable laws

• Handling inbound and outbound calls in a high-tech environment • Resolving general questions regarding insurance, financial assistance, and processing payments • Making and answering calls to resolve billing and payment issues • Responding to requests for information by patient/account holders • Acting to gain payment or arrangement of payment on behalf of the client • Following client-specific protocols and policies • Investigating and responding to client enquiries • Entering and monitoring payment arrangements • Adhering to all FDCPA, FCRA, HIPPA and applicable laws

• Support the administration and daily operations of speech analytics platforms • Provides analytical reporting related to call activity, speech trends, and performance metrics • Responsible for maintaining speech scorecards and generating client reporting • Analyze call data trends and provide insights for operational improvement and compliance monitoring • Backup support for dialer backend operations • Validating call data, reporting accuracy, and analytics outputs • Develop and maintain speech analytics scorecards • Prepare and deliver monthly client reporting packages • Produce statistical reporting and analysis on call center performance metrics • Create and maintain reporting dashboards, scorecards, and performance summaries • Collaborate with operations, quality assurance, compliance, and technology teams

• Handle inbound and outbound telephone calls in a timely and professional manner to successfully perform collections activity • Utilize negotiating and customer service skills to achieve positive results • Adhere to all FDCPA, FCRA, HIPPA and other applicable laws

• Manage the performance, workflow, activity and standard of service for EBO Customer Service Representatives. • Coach/train and handle escalated patient and client issues. • Ensure quality/compliance and manage personnel matters. • Monitors and manages performance, activity, and quality of assigned EBO Representatives in their teams. • Manages the scheduling, attendance and workflow of their team to maximize results for company, client, and members of the public. • Acts as supervisory backup in support of other department personnel. • Updates and maintains department-specific training material. • Ensures changes/updates to policies, protocols, and information within the department are distributed to all relevant staff. • Interviews and screens job applicants for department positions. • Handles personnel and disciplinary issues for assigned staff.

• Handling inbound and outbound calls in a high-tech environment • Resolving general questions regarding insurance, financial assistance, and processing payments • Making and answering calls in the name of the client to resolve billing and payment issues • Responding to requests for information by patient/account holders in a professional, thorough, explainable manner • Acting to gain payment or arrangement of payment on behalf of the client as appropriate • Following client-specific protocols and policies when carrying out duties • Investigating and responding to client enquiries as needed • Entering and monitoring payment arrangements • Adhering to all FDCPA, FCRA, HIPPA and other applicable laws

• Makes and answers calls in the name of the client to resolve billing and payment issues utilizing establish work queues and call pools as necessary • Responds to requests for information by patient/account holders in a professional, thorough, explainable manner • Acts to gain payment or arrangement of payment on behalf of the client as appropriate • Follows client-specific protocols and policies when carrying out duties • Investigates and responds to client enquiries as needed • Enters and monitors payment arrangements • Adhere to all FDCPA, FCRA, HIPPA and other applicable laws

• Responsible for making outbound and taking inbound calls to collect payment for medical and non-medical accounts • Handle inbound and outbound telephone calls in a timely and professional manner to successfully perform collections activity • Utilize negotiating and customer service skills to achieve positive results • Adhere to all FDCPA, FCRA, HIPPA and other applicable laws

• Lead, train, and supervise associates to ensure maximum performance, growth, efficiency, and profit for clients • Work closely with the Senior Operations Supervisor, 3rd Party communicating recordable trends and results • Track performance and recommend procedural and departmental changes for improvements • Completes special projects or other work duties as assigned • Participates in the resolution of client issues and nonconformities as needed • Adheres to all FDCPA, FCRA, HIPAA and applicable laws • Attend ACA’s Code of Ethics training annually • Adheres to all SCSI policies as stated in the Handbook • Will assist others within the department in their duties when necessary • Represents State with the professional and ethical work standards consistent with the mission Values of the company • Ensures all staff activities are within company quality and compliance standards, as well as client-specific protocols.