• Collect payments to reduce overall portfolio delinquency according to investor, state and federal guidelines. • Participate in outbound dialer campaigns and comply with agreed upon telephone standards, investor rules and regulations, compliance criteria, internal policies and guidelines, and best practices. • Provide outstanding customer service and demonstrate ability to de-escalate as required. • Demonstrate patience and professionalism when interacting with consumers via phone, email, or letter. • Assess reason(s) for delinquency in order to provide shortest path to a performing loan by obtaining the required knowledge to discuss workout options. • Participate in initial and ongoing training and adapt to changes in industry regulations and processes. • Perform other duties as assigned.

• Handle telephone collections on past due accounts receivables • Implement and monitor payment plans • Responsible for call handling and chargebacks • Responsible for quality assurance monitoring • Assist with special requests for both internal and external customers. • Contact customers as needed in an effort to resolve account issues. • Document activity and maintain follow up on all accounts • Respond to customer AR calls with regards to account inquiries. • Provide documentation to customers requesting invoices, statements, etc.

• Monitor and review account status reports to identify and resolve delinquent accounts • Provide quality customer service and collections in a high-volume, fast-paced, multi-channel contact center using automated call distribution and workload distribution software while accurately processing and recording customer contacts via the designated tracking software • Reviews aging and other reports to identify delinquent accounts, initiating collection process on overdue accounts by contacting customers via mail and/or telephone in order to obtain payment • Identify potential customer account issues through review of daily, weekly, and monthly generated reports and queries • Research and resolve potential billing errors, disputes, cash application, and other issues through regular customer account audits to ensure billing accuracy and maintain a high level of customer satisfaction • Coordinates with others, including field personnel, to develop, implement, and monitor collection strategy • Assisting in training community associates as pertains to collections procedures and functionality available in multiple proprietary systems • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers’ experience • Additional duties, as assigned

• Independently manage a portfolio of high-priority and complex claims requiring advanced solutions and strategies. • Analyze denials, overpayments and underpayments to determine root cause; execute appropriate action plans including appeals, escalations and payer outreach. • Submit technical, clinical and medical necessity appeals at all levels (including external reviews) with supporting documentation. • Research payer contract language, LCD/NCD guidelines and policy updates; apply findings to claims resolution and communicate relevant changes to peers and leadership. • Identify payer trends (example, systemic rejections, denials, overpayments or underpayments) and escalate issues with supporting data to payer contacts and leadership. • Resolve escalated issues involving prepay audits, refund requests, rebills, recoupments and coordination of benefits discrepancies. • Manage HCFA returns and claim corrections, ensuring clean resubmission per billing guidelines. • Communicate effectively with leadership and cross-functional teams to resolve multifaceted claim barriers. • Ensure account documentation is accurate, detailed, and audit ready across all internal system. • Consistently meet or exceed departmental metrics related to productivity, quality, aging resolution, and cash recovery.