• Act in the strategic recovery of customers who churned due to delinquency, leading negotiations and recovery/reinstatement plans. • Deeply understand the reasons that led customers to delinquency and cancellation, identifying financial, operational, perceived-value, or relationship causes. • Build consultative churn-reversal plans, demonstrating the value of the platform and proposing practical actions to reintegrate customers into the active base. • Conduct consultative collections focused on revenue retention and customer recovery, avoiding an exclusively financial/transactional approach. • Analyze customer behavior, journey, and history prior to churn, identifying risk patterns, signs of engagement decline, and opportunities for preventive retention. • Generate insights and recommendations for internal teams aimed at reducing churn and delinquency, contributing to improvements in Product, Customer Success, Onboarding, Collections, and relationship processes. • Collaborate with CS, support, sales, and finance teams to develop retention and revenue-recovery strategies. • Monitor KPIs related to delinquency, customer recovery, revenue reactivation, and cancellation reasons. • Record interactions, action plans, and customer statuses in the company's internal systems. • Support customer onboarding efforts when necessary, ensuring a positive initial experience and improving future retention potential.

Role Description The Self-Pay Collections Specialist will resolve issues associated with balances due on self-pay accounts by working in a customer-oriented manner. They will answer inbound calls to the Revenue Cycle department, and make outbound calls to patients and/or guarantors for resolution of delinquent accounts. Our ideal candidate is motivated, detail oriented, has a proven track record in accuracy, and utilizes effective communication skills. Consistently meet or exceed productivity standards, targets, error ratios, and reporting requirements as assigned by the Revenue Cycle Supervisor. What You'll Do: - Handle high volume of incoming and outgoing phone contact. - Review past due bills and supporting documentation regarding account delinquency. - Collect responsible party payments for processing. - Phone correspondence with patients to explain outstanding debt on medical bills. - Accept third party payor information for review and processing. - Identify problem delinquencies and submit to the appropriate department for resolution. - Communicate with Revenue Cycle department to ensure payments are processed in a timely manner. - Assist to resolve matters associated with patient accounts. - Provide excellent customer service in response to patient inquiries. - Collaborate with internal personnel and all departments to achieve common goals. - Communicate issues and concerns with management team and appropriate personnel. - Apply updates to patient accounts as received and as required. Qualifications - Have a High School Diploma - Have 1 year of customer service experience - Possess strong attention to detail and excellent communication skills - Have prior experience with regards to Medical Collections or Collections/Customer Service - Have basic math skills to calculate patient balances due - Are hard working, mature and reliable individuals - Have excellent phone demeanor - Have previous customer service/collection experience a plus - Have previous healthcare A/R experience a plus - Bilingual a plus, but not required Benefits - Comprehensive medical/dental/vision plans - 401k program with company matching - Generous PTO (including competitive parental leave after 1 year of employment) - Continuous training through CEU seminars and volunteering opportunities

• Contact clients and collect outstanding payments • Communicate patiently and professionally with customers to encourage them to pay debts • Balance maintaining trustful relationships and ensuring timely payments

• Manage assigned customer accounts, handling cash application and collections inquiries via email, ticketing system, and phone. • Execute collections outreach in accordance with established policies to ensure timely payment of outstanding invoices • Process and apply customer payments accurately and efficiently (cash application) • Partner with customers to resolve past-due balances • Investigate and escalate billing discrepancies and customer disputes related to overdue invoices • Maintain accurate and up-to-date account records in billing and accounting systems • Collaborate with internal teams (Billing, Sales, Customer Success) to resolve account issues and improve collections outcomes