- Job description
Contact by phone with debtors to make payment arrangements/establish payment dates and resolve issues and disputes
RESPONSIBILITIES / AUTHORITIES:
Capture accurate, detailed notes of discussions and arrangements and send follow up information as requested/required
Meet collection targets, and ensure agreed Service Levels are met or exceeded
Escalate issues in accordance with escalation policy; collect, progress and escalate high quality dispute information as required
Attend /support client meetings to discuss debtor performance and address issues as required
Be proactive and innovative with ideas to continuously improve collection-related processes, services and deliverables to the client
Assist in the preparation of management reports in line with client's and Accenture's requirements; provide collections statistics and reports
Develop and maintain processes to allow accurate and timely production of regular or ad hoc reports for clients and internal operations in all aspects of revenue collection
Ensure that the business operates in line with operational excellence practices in the areas of process performance, process execution, process management and continuous improvement
Manage corporate risk by ensuring that all procedures are compliant with company policies, regulatory and legal requirements
Monitor collection related system performance if applicable, report issues and maintain communications or project plans to ensure appropriate resolution
Recovery of overpayments discovered through audits (e.g. recovery of claims overpayments made to health providers by health plans)
+ Basic qualifications
A college graduate
Exceptional customer service attributes, particularly the ability to communicate in a concise, polished and professional manner and be able to demonstrate empathy and understanding.
Ability to work collaboratively and effectively in a team, with colleagues and staff at all levels
Good initiative, problem solving skills and ability to learn complex processes.
Ability to work with a sense of urgency and a commitment to quality and first call resolution.
Demonstrated computer, literacy and numerical skills