Remote Collection Specialist at Clipboard Health
Note: This position is open to candidates located in the Philippines, Jamaica, India, Poland, South Africa, Mexico, and South America (visa sponsorship is not provided).
About the Role:
As part of the Billing Operations team, the Collections team plays a vital role in ensuring timely payments from Healthcare Facilities. The Collection Specialist is tasked with managing and collecting payments from assigned facilities, ensuring smooth cash flow for the company. This role involves reaching out to facilities via phone and email to secure payment commitments (Promise to Pay) and ensuring these commitments are honored. The Specialist will collaborate with internal teams such as Billing Disputes, Sales, Facility Onboarding, and Customer Support to resolve any payment-related issues and achieve collection goals.
Responsibilities:
- Monitor accounts to identify overdue payments
- Review historical data for each outstanding debt or invoice
- Contact APs/Admins via phone or email to follow up on overdue or upcoming payments
- Identify and address the root cause of non-payment
- Resolve billing disputes and concerns
- Provide regular updates on collections and accounts receivable status
- Collaborate with the sales team to maintain accurate client contract information
- Maintain detailed logs of calls and record payment updates from customers
- Contact new facilities to initiate courtesy and payment reminder calls and emails
- Apply and deliver training knowledge effectively
- Identify critical accounts and escalate them to managers when necessary
- Build and maintain strong relationships with facilities by setting clear billing expectations (e.g., NET & Dispute Terms)
- Introduce yourself to facilities and provide contact details
- Foster cross-functional collaboration and teamwork within the billing department
- Review the status of assigned accounts:
- Identify good and bad payers
- Assist facilities in resolving billing concerns and escalate to managers as needed
- Track facilities that do not require frequent follow-ups
- Conduct periodic check-ins to identify any billing assistance needs
- Develop SMART plans for delinquent accounts
- Strive to achieve a 95% collection rate quarterly
Requirements and Skills:
- Strong listening skills
- Excellent verbal and written communication skills
- Proven negotiation skills
- Ability to manage stress and remain patient
- Strong problem-solving and critical thinking abilities
- Quick adaptability to changing environments
- Proficiency in Microsoft Office Suite
- Experience with Google cloud-based software
- Familiarity with Customer Service tools (e.g., ticketing software, email platforms, chat & phone systems)