• Performs a variety of collection activities including collection calls, correspondence, negotiating payment plans, and maintaining records of all communication. • Provides customer service regarding collections issues, processes customer refunds, processes and reviews account adjustments, and resolves client discrepancies. • Regarded as subject matter expert within department. • Manages a wide range of difficult calls and situations. • Gathers collections data for data reporting to management. • Prepares, analyzes, and presents metrics/updates to management.

• Process overpayments (post provider refunds, adjustments, offsets) requests, prepare notification letters. • Conduct outbound calls to healthcare providers to request payment recovery in a professional, courteous, and respectful manner. • Clearly communicate payment requests, claim details, and supporting information to provider offices. • Collaborate with internal teams to resolve discrepancies or provider questions efficiently. • Review claims for missing or incomplete information, calculate payment, or validation of identified overpayments. • Work under direct supervision with ability to analyze claim issues from identification to resolution and handle basic problems independently while collaborating with senior team member on more complex issues. • Responsible for reviewing and managing outstanding accounts receivable with guidance by operation leader, contacting providers to collect payment, and identifying issues with unpaid accounts. • Understand client specific policies related to claim payments, provider manual and member benefits. • Maintain legal compliance by following company policies, client policies, procedures, guidelines, as well as state and federal regulations. • Recognize and report system issues. • Prepare basic internal and external reports by collecting, analyzing, and summarizing information. • Maintain productivity goals and standards set by the department. • Executes functions with focus on accuracy and quality. • Complete special projects as assigned.

• Contact past due customers to understand the customer’s circumstances • Negotiate payment arrangements, assess risk and provide service • Analyze funded credit risk through the general maintenance of existing customers • Communicate effectively, orally and in writing, with customers to negotiate and obtain immediate payment and resolve delinquent account balances • Engage in on-going education with customers on terms and conditions, alternative payment methods • Manage and avoid creating conflict when interacting with customers • Ability to manage multiple portfolios • Utilize judgment and experience to make decisions that effectively balance risk, quality, productivity, corporate objectives and customer retention • Manage delinquencies from rolling to the next level • Apply industry knowledge, departmental policies and procedures, and Fair Debt Collection Practices Act to make appropriate collection decisions • Demonstrate consistency in work processes • Ensure appropriate documentation of accounts and follow-up • Participate in associate education and development through company training programs

• Build and maintain ongoing relationships with client contacts • Prioritize collection activities to maximize cash receipts • Follow up with agency A/P departments and Treasury • Work internally with sales teams and finance to resolve discrepancies • Provide invoice copies to clients and the sales teams • Send monthly statements to customers • Escalate problem accounts in a timely manner • Research and resolve any unapplied cash • Prepare management reports to track the status of aged invoices