• Manage the collections cycle for outstanding receivables – reaching out to customers, resolving disputes, tracking aging buckets, and working cross-functionally with AR, Revenue Accounting, and Customer Success to accelerate cash recovery. • Build and maintain collections workflows, develop customer relationships to resolve payment issues promptly and professionally, and contribute data to quarterly CECL analysis. This is a high-accountability, process-driven role for someone who is organised, commercially minded, and comfortable engaging customers directly.

• Review post-charge off accounts for disposition and present planned collection action recommendations to management for resolution. • Contact account holders to arrange payment, payment plans, or settlement of accounts in accordance with parameters set by the business. • Recommend collection accounts for assignment to Collection/Legal, including review of documentation to ensure a complete set of documents and supporting information is provided for maximum recovery. • Prepare accounts for placement and provide required documentation to support account placement. • Document collection attempts and activities in Salesforce or other repositories as requested. • Use commercially reasonable collection tactics to resolve accounts assigned to them. • Uphold integrity, discretion, and respect for confidential information at all times.

Role Description We have an immediate opening for a Billing and Collection Specialist to join our remote team at Ovation. Schedule: Monday through Friday, 8:00AM to 4:30PM CST This role provides the opportunity to grow within a nationally respected organization while remaining closely connected to the patients and teams you support every day. In this role, the Billing and Collection Specialist will: - Maintain excellent customer service - Respond to patient & internal inquiries within 24-48 hours; including emails and voice messages - Process and post credit card payments - Be knowledgeable on FDCPA requirements and Shady Grove Fertility Financial Programs - Utilize reports to identify patient balances, move unapplied credits, and contact patients to collect payment - Utilize collection module or spreadsheet to work past due accounts - Review patient balance, payments, and or adjustments for accuracy - Review, skip trace mail returned statements - Answer incoming calls and follow up with patients if necessary - Be responsible for balancing work daily - Apply credit money to open encounters as appropriate - Research account credits and create refund tasks following the current refund policy and procedure - Apply adjustments utilizing accurate adjustment codes. PC adjustments have appropriate back up documentation - Process NSF checks & chargebacks per policy and procedure - Post collection check(s) monthly - Prelist accounts for collections - Emailing Dr(s) collection write off requests - Process accounts to bad debt utilizing NextGen’s bad debt function - Generate demand for payment letters to patients as necessary - Be responsible for giving call volume, and any applicable feedback to supervisor to improve patient satisfaction - Document accounts accurately utilizing Artworks and NextGen - Review accounts receivable reports monthly to evaluate accounts aging over 90 days - Prepare collections accounts and transmit patient demand letters on a daily, weekly, or monthly basis - Review and process accounts for bad debt. Prepare appropriate accounts for supervisor review - Communicate effectively with patients, coworkers, and supervisors - Able to work within a team setting (i.e. assisting team members and sharing knowledge) - Other duties as assigned Qualifications - Associate Degree in accounting or business. High School Diploma acceptable with appropriate hands-on experience - Minimum 2 years' experience with associate degree, or minimum 5 years' experience without associate degree - Ability to access, input, and retrieve information from a computer. Medical software program experience required - Microsoft Excel experience - Knowledge of office procedure and office machines (i.e., computer, fax, copier, etc.) - Ability to demonstrate good judgment - Ability to communicate accurately and concisely - Ability to remain calm and poised under stress - Excellent interpersonal skills Benefits - Medical, dental, and vision insurance - 401(k) with company match - Tuition assistance and professional development support - Performance-based bonus opportunities - Generous paid time off, paid holidays, and paid parental leave - Life and disability benefits - Fertility Discount Program - Employee wellness and recognition programs

• Contact past due customers, communicating professionally and persistently to facilitate resolution. • Negotiate payment plans, hardship plans and settlements within established parameters for customers unable to pay their full balance. • Handle escalated calls and complex account investigations, applying sound judgment to resolve issues and deliver a high quality customer experience. • Maintain accurate and up to date customer records, ensuring all account information and status changes are properly documented. • Meet or exceed department performance targets through organized, proactive, and effective collections efforts. • Provide peer feedback and support to internal and BPO team members, contributing to a culture of continuous improvement and shared accountability. • Assist with onboarding and training of new team members, leveraging subject matter expertise to reinforce processes and best practices. • Serve as a first-line resource for workflow questions, troubleshooting, and escalations from peers. • Assist with drafting and updating Standard Operating Procedures (SOPs) to reflect current processes, ensuring documentation is accurate, accessible, and easy to follow. • Identify and surface process improvement opportunities to the Team Lead, contributing ideas that improve efficiency, compliance, and customer experience. • Maintain strong working knowledge of all collections systems, tools, and workflows to serve as a reliable SME for the team.