• Prepare negotiation strategies for outstanding contributions, gathering information about the institution in advance. • Establish and maintain relationships with institutions, providing excellent service. • Operate fixed/mobile telephony systems and digital media for contacting and negotiating. • Conduct phone negotiations for outstanding assistance contributions and send negotiated invoices by email. • Track, using the system and spreadsheets, all generated, paid, and overdue invoices. • Ensure collection of the applicable Employer Assistance Contribution as established in collective agreements.

It’s inspiring to work with a company where people truly BELIEVE in what they’re doing! When you become part of the Chapters Health Team, you’ll realize it’s more than a job. It’s a mission. We’re committed to providing outstanding patient care and a high level of customer service in our communities every day. Our employees make all the difference in our success! Role: The Billing and Collection Representative for Medicare is responsible for processing and submission of third party claims, denial management, and account resolution. Qualifications: • High School Diploma or GED • Minimum of one (1) year of medical billing and collection experience • Knowledge of third party billing and state and federal collection regulations preferred • Ability to prioritize and multi-task independently with little supervision • Must be self-motivated and service oriented • Excellent written and verbal communication skills • Accurate typing and data entry skills Competencies: • Satisfactorily complete competency requirements for this position. Responsibilities of all employees: • Represent the Company professionally at all times through care delivered and/or services provided to all clients. • Comply with all State, federal and local government regulations, maintaining a strong position against fraud and abuse. • Comply with Company policies, procedures and standard practices. • Observe the Company's health, safety and security practices. • Maintain the confidentiality of patients, families, colleagues and other sensitive situations within the Company. • Use resources in a fiscally responsible manner. • Promote the Company through participation in community and professional organizations. • Participate proactively in improving performance at the organizational, departmental and individual levels. • Improve own professional knowledge and skill level. • Advance electronic media skills. • Support Company research and educational activities. • Share expertise with co-workers both formally and informally. • Participate in Quality Assessment and Performance Improvement activities as appropriate for the position. Job Responsibilities: • Prepares and submits accurate billing to third party payor’s and self-pay invoices. • Identifies and resolves billing clearinghouse rejections. • Conducts root cause analysis on unpaid accounts receivable (AR) and resolves with third party payor’s. • Analyzes and resolves credit balances. • Handles incoming and outgoing customer service calls to third party payor’s, outside providers and patients/guarantors to resolve and achieve account resolution. • Processes correspondence. • Initiates and resolves technical denial appeals. • Identifies payor denial and cash fluctuation trends and escalates as appropriate. • Performs other duties as assigned. Compensation Pay Range: $18.43 - $27.43 This position requires consent to drug and/or alcohol testing after a conditional offer of employment is made, as well as on-going compliance with the Drug-Free Workplace Policy. All Chapters Health System employees performing services for Florida affiliates are submitted through the Florida Care Provider Background Screening Clearinghouse to verify eligibility after a conditional offer of employment is made as well as ongoing eligibility. For more information, please visit https://info.flclearinghouse.com/.

• Manage a portfolio of delinquent accounts across all stages of delinquency • Contact customers through outbound and inbound calls to discuss past-due balances • Negotiate repayment solutions such as payment plans, restructures, or settlements • Follow up on broken payment arrangements and renegotiate repayment plans when necessary • Educate customers on repayment expectations and strategies to prevent future delinquency • Demonstrate empathy and professionalism when working with customers experiencing financial hardship • Use strong verbal and written communication skills to clearly explain repayment obligations and available solutions • De-escalate difficult customer interactions while maintaining professionalism • Manage high call volumes while maintaining quality customer interactions • Prioritize accounts appropriately based on delinquency stage and portfolio strategy • Maintain detailed and accurate documentation of customer communications and repayment agreements • Utilize internal CRM and collections management systems to track account activity • Maintain organized account records and ensure data accuracy across customer interactions • Apply skip tracing techniques and available tools to locate and contact customers when necessary • Partner with internal teams across Collections, Customer Support, Risk, and Operations to resolve account issues • Contribute to a collaborative team environment by sharing insights and supporting team goals • Respond promptly to internal inquiries and escalations related to customer accounts • Analyze customer situations to determine the most appropriate repayment solutions • Remain calm and composed during challenging interactions and resolve issues effectively

Position Summary We are looking for a Collection Officer who will be responsible for managing the end-to-end collections process to ensure timely recovery of outstanding customer payments and maintain healthy cash flow for the business. This role works closely with Billing, Sales, and Account Management teams to proactively resolve payment issues, reduce aged receivables, and improve overall collection efficiency. The position also plays a key role in identifying process gaps, strengthening credit control practices, and enhancing customer payment experience. Job Details - Work from Home - Mondays to Fridays | 4 AM to 1 PM (PH Time) Key Responsibilities: - Collections & Follow-ups - Manage customer enquiries via phone and email, addressing overdue invoices and negotiating payment plans in line with the defined collections process - Proactively follow up on outstanding balances to ensure timely payments and minimize aged receivables - Execute advanced collection activities, including issuing service suspension notices, letters of demand, and coordinating handover to third-party debt collectors where required - Coordinate with third-party debt collectors and external administrators, ensuring all necessary information is provided and follow-up actions are completed to support effective recovery - Lead monthly collections review meetings, reviewing and prioritizing high-risk customer accounts, providing updates, recommending actions, and driving follow-through - Prepare and submit requests for invoice write-offs to the Finance Manager / CFO, and process approved write-offs in Xero, ensuring accurate documentation and system updates - Maintain accurate and up-to-date records of all collection activities in Zoho CRM, including clear notes, actions taken, and next steps - Billing Support - Act as a first point of contact for basic billing enquiries, including invoice copies, payment confirmations, and general account queries - Resolve simple billing issues independently and escalate more complex matters to the Billing team where required - Ensure billing-related queries are addressed promptly to avoid delays in payment and collections - Dispute Resolution & Billing Alignment - Investigate and resolve invoice disputes in a timely manner, working closely with Billing and internal stakeholders - Coordinate required actions such as SOA preparation on a regular basis, invoice correction, reissue, or escalation to ensure prompt resolution and minimize payment delays - Identify root causes of disputes and provide feedback to prevent recurring billing issues - Reporting & Insights - Prepare and maintain weekly and monthly aged debtor reports, including clear commentary on key risks, trends, and recommended actions - Provide visibility on expected cash collections to support cash flow forecasting - Analyze recurring collection and billing issues, and recommend practical process improvements - External audit assistance - Supporting half-year review and year-end audit requirements, including preparing supporting documentation and responding to audit queries - Other ad-hoc duties - Assisting CFO and Finance manager with ad-hoc reporting or analysis Qualifications: - Tertiary qualification in accounting - Minimum 1 year experience in a similar role - Proficient in Excel - Strong understanding of general ledger - Pay attention to details - Strong communication skills both written and verbal - Willingness to learn - Ability to collaborate in a team environment - Exposure to Xero, Emersion and Zoho CRM will be an advantage