Total Rewards "Your life - our Mission" OSF HealthCare is dedicated to provide Mission Partners with a comprehensive and market-competitive total rewards package that includes benefits, compensation, recognition and well-being offerings that focus on the whole person and engage with their current stage of life and career. Click here to learn more about benefits and the total rewards at OSF. Expected pay for this position is $20.21 - $23.77/hour. Actual pay will be determined by experience, skills and internal equity. This is an Hourly position. Overview This is a remote work from home position, must reside in IL. Would need to be able to travel to the office for training and other required, rare occasions. Training for this position is on site in Peoria. POSITION SUMMARY: The Contact Center Agent II contributes to overall patient experience by delivering exceptional customer service to patients, families, caregivers, providers and the community during every interaction. Performs a complex variety of patient care activities in a contact center environment, including accurate appointment scheduling and pre-registration to achieve first contact resolution and optimize patient flow. The Agent II performs varied and complex scheduling flows that span across, but not limited to, advanced radiology scheduling, X-ray, ultrasound, mammography, lab, cardiology, and behavioral health. Navigates an array of scheduling templates and pre-defined decision trees. Consistently demonstrates OSF’s mission and service standards while addressing patient inquiries and concerns. Collaborates with physician offices and clinical departments to coordinate services, prepare patients for their visit, and maintain all support processes. Embraces a culture of customer-centric behavior and innovation critical to a contact center environment.​ Qualifications REQUIRED QUALIFICATIONS: Education: High School/GED Experience: 2 years of work experience in a customer service role PREFERRED QUALIFICATIONS: Education: Associate's degree Experience: 3 years of customer service experience in a healthcare procedural scheduling, registration, or patient access setting. Knowledge of medical terminology and terminology used by insurance and managed care health plans. Knowledge of functions and relationships within a hospital environment. Bilingual skills. Other requirements/information: Possesses strong customer service skills and the ability to demonstrate courtesy, compassion and empathy. Strong verbal and written communication skills including good voice quality; good diction and articulation, especially when it comes to articulating highly technical wording and concepts that are scripted within scheduling decision trees. ​Proven ability to multitask, handling telephone conversations with customers while entering data in a computer real time. Demonstrated ability to work in multiple types of electronic systems at once to manage consumers' needs. Proficient in the use of computers and ability to type a minimum of 35 wpm. Proven ability to initiate creative problem-solving and critical thinking skills to find solutions to complex scheduling needs; to work independently and learn on the job; recognize and solve typical problems that occur in own work area without supervisory approval; evaluate and select solutions for established operations.Availability to work a flexible schedule that may include evening, weekend, and holiday shifts. OSF HealthCare is an Equal Opportunity Employer

• Efficiently manage a high volume of inbound calls in a fast-paced environment. • Access cardholder accounts to provide information about payments and benefits deposited by state or federal agencies. • Assist cardholders with inquiries regarding transactions and account statuses. • Listen actively to understand customer needs and offer clear, accurate information. • Process transactions efficiently via web-based applications and handle research requests with precision. • Maintain in-depth knowledge of company and client programs, policies, and technology. • Communicate in a warm, empathetic manner while ensuring confidentiality and compliance with all regulations. • Support team operations during peak times or absences to help maintain seamless service.

Description Please note – while this position is fully remote, candidates must be residents of Wisconsin, Kansas, Georgia, Oklahoma, Florida, Arkansas, or Tennessee to be considered. Uncapped Earnings | Performance-Driven | Career Growth Are you competitive, goal-oriented, and motivated by unlimited earning potential? Do you thrive in roles where your effort directly impacts your paycheck? If so, this is the opportunity you’ve been looking for. Join our growing Collection Team, where top performers are rewarded, income is uncapped, and your ability to negotiate, build rapport, and close resolutions can translate into six-figure earnings. This role offers a clear path to high income while allowing you to help consumers resolve outstanding balances with dignity, respect, and professionalism. As a Collection Representative, you'll work directly with consumers who have past-due medical balances, guiding them toward practical, mutually beneficial payment solutions. Why Join Us? This is a true performance opportunity for individuals who want control over their income, a clear path to success, and a professional environment that rewards effort and results. If you’re ready to work hard, earn big, and grow your career—we want to hear from you. What You’ll Do: - Handle high-volume outbound and inbound calls with professionalism and confidence - Negotiate payment arrangements that meet both consumer needs and company goals - Consistently meet and exceed performance metrics (quality, compliance, collections) - Maintain accurate documentation and follow all required laws and standards - Build trust quickly through active listening, empathy, and strong communication. Who Succeeds in This Role Top collectors tend to be: - Highly driven and money-motivated - Reliable and successful working a structured, full-time Mon-Fri schedule - Comfortable on the phone and energized by frequent conversations - Resilient, persistent, and confident handling objections - Empathetic negotiators who can balance firmness with professionalism If you enjoy being measured by results—and rewarded for them—you’ll thrive here. Compensation & Earning Potential We offer a clear, progressive compensation path designed to reward performance: Training Period - $20/hour during virtual training led by industry experts - Learn systems, compliance, call strategy, and negotiation fundamentals Following Training - Transition to $17/hour plus bonus/commission opportunity - Designed so strong performers earn more than their initial hourly rate - Provides stability with significant upside Work Location & Schedule - Remote or in-office (Marshfield, WI) - Remote employees must have a private, dedicated office space - Monday–Friday, full-time: - 8:00 AM – 5:00 PM CST / 9:00 AM – 6:00 PM ET - Commission schedule includes: - Two evening shifts per week (until 7:00 PM CST) - Every other Friday off Additional schedule options, including later evenings and Saturdays, may become available in 2026. Benefits & Perks - Paid medical insurance with personalized plan selection assistance - Company provided Short-Term Disability, and basic Life Insurance - Optional Dental, Vision, Long-Term Disability, and additional Life Insurance - Generous PTO (3 weeks annually, increases with tenure) plus holidays and make-up time - 401(k) with the option to deposit annual discretionary bonus - Company-provided equipment - Access Perks employee discount program (retail, travel, food, entertainment) Essential Duties and Responsibilities: - Accomplishes minimum requirements for KPIs including call quality scores monthly and minimum fees. - Contacts consumer regarding past due balance and negotiates payment terms and methods within guidelines. Overcomes common objections, practices how to overcome more challenging ones. Suggests money sources for debt payment. - Updates account notes and other documentation in real time while working with consumers making few errors. - Handles high volume of inbound consumer calls while on dialer and places outbound calls. - Effectively uses scripts/verbatims and navigates within guidelines to maximize potential recovery on each call. - Ensures legal (i.e. FDCPA, state and other) compliance requirements are followed. - Learns and operates with proficiency within the systems and programs used for collections Requirements - Able to communicate clearly, both verbally and in writing, and utilize proper grammar and telephone etiquette and provided electronic tools. - Able to navigate multiple computer applications and databases. - Able to multitask and can communicate on the phone and navigate multiple computer systems simultaneously. - Able to overcome objections and obstacles to negotiate payment successfully. - Reliable and responsible. Arrives on time and uses time productively. - Possesses and demonstrates professional judgement. - Understands sensitive personal information (SPI) and sensitive consumer information (i.e. Protected Health Information (PHI)) while maintaining the confidentiality of this information. - Able to use tools provided to compute basic math calculations using addition, subtraction, multiplication, division, and percentages. - Self-motivation and committed to career success. - Willingness and ability to obtain Professional Collections Specialist (PCS) certification within one year of date of hire (paid for by company). - High School Diploma or equivalent (i.e., GED) required. - Ability to successfully complete company collector training program. - Clear initial and annual criminal and background check.

Description Please note – while this position is fully remote, candidates must be residents of Wisconsin, Kansas, Georgia, Oklahoma, Florida, Arkansas, or Tennessee to be considered. Uncapped Earnings | Performance-Driven | Career Growth Are you competitive, goal-oriented, and motivated by unlimited earning potential? Do you thrive in roles where your effort directly impacts your paycheck? If so, this is the opportunity you’ve been looking for. Join our growing Collection Team, where top performers are rewarded, income is uncapped, and your ability to negotiate, build rapport, and close resolutions can translate into six-figure earnings. This role offers a clear path to high income while allowing you to help consumers resolve outstanding balances with dignity, respect, and professionalism. As a Collection Representative, you'll work directly with consumers who have past-due medical balances, guiding them toward practical, mutually beneficial payment solutions. Why Join Us? This is a true performance opportunity for individuals who want control over their income, a clear path to success, and a professional environment that rewards effort and results. If you’re ready to work hard, earn big, and grow your career—we want to hear from you. What You’ll Do: - Handle high-volume outbound and inbound calls with professionalism and confidence - Negotiate payment arrangements that meet both consumer needs and company goals - Consistently meet and exceed performance metrics (quality, compliance, collections) - Maintain accurate documentation and follow all required laws and standards - Build trust quickly through active listening, empathy, and strong communication. Who Succeeds in This Role Top collectors tend to be: - Highly driven and money-motivated - Reliable and successful working a structured, full-time Mon-Fri schedule - Comfortable on the phone and energized by frequent conversations - Resilient, persistent, and confident handling objections - Empathetic negotiators who can balance firmness with professionalism If you enjoy being measured by results—and rewarded for them—you’ll thrive here. Compensation & Earning Potential We offer a clear, progressive compensation path designed to reward performance: Training Period - $20/hour during virtual training led by industry experts - Learn systems, compliance, call strategy, and negotiation fundamentals Following Training - Transition to $17/hour plus bonus/commission opportunity - Designed so strong performers earn more than their initial hourly rate - Provides stability with significant upside Work Location & Schedule - Remote or in-office (Marshfield, WI) - Remote employees must have a private, dedicated office space - Monday–Friday, full-time: - 8:00 AM – 5:00 PM CST / 9:00 AM – 6:00 PM ET - Commission schedule includes: - Two evening shifts per week (until 7:00 PM CST) - Every other Friday off Additional schedule options, including later evenings and Saturdays, may become available in 2026. Benefits & Perks - Paid medical insurance with personalized plan selection assistance - Company provided Short-Term Disability, and basic Life Insurance - Optional Dental, Vision, Long-Term Disability, and additional Life Insurance - Generous PTO (3 weeks annually, increases with tenure) plus holidays and make-up time - 401(k) with the option to deposit annual discretionary bonus - Company-provided equipment - Access Perks employee discount program (retail, travel, food, entertainment) Essential Duties and Responsibilities: - Accomplishes minimum requirements for KPIs including call quality scores monthly and minimum fees. - Contacts consumer regarding past due balance and negotiates payment terms and methods within guidelines. Overcomes common objections, practices how to overcome more challenging ones. Suggests money sources for debt payment. - Updates account notes and other documentation in real time while working with consumers making few errors. - Handles high volume of inbound consumer calls while on dialer and places outbound calls. - Effectively uses scripts/verbatims and navigates within guidelines to maximize potential recovery on each call. - Ensures legal (i.e. FDCPA, state and other) compliance requirements are followed. - Learns and operates with proficiency within the systems and programs used for collections Requirements - Able to communicate clearly, both verbally and in writing, and utilize proper grammar and telephone etiquette and provided electronic tools. - Able to navigate multiple computer applications and databases. - Able to multitask and can communicate on the phone and navigate multiple computer systems simultaneously. - Able to overcome objections and obstacles to negotiate payment successfully. - Reliable and responsible. Arrives on time and uses time productively. - Possesses and demonstrates professional judgement. - Understands sensitive personal information (SPI) and sensitive consumer information (i.e. Protected Health Information (PHI)) while maintaining the confidentiality of this information. - Able to use tools provided to compute basic math calculations using addition, subtraction, multiplication, division, and percentages. - Self-motivation and committed to career success. - Willingness and ability to obtain Professional Collections Specialist (PCS) certification within one year of date of hire (paid for by company). - High School Diploma or equivalent (i.e., GED) required. - Ability to successfully complete company collector training program. - Clear initial and annual criminal and background check.