Omnichannel Support Specialist - Collections
WORK-FROM-HOME REQUIREMENTS
- Reliable high-speed, wired internet and secure, quiet workspace
- Employee-provided WFH equipment
- Desktop & Dual Monitors - 4vCPU with minimum 1.6 GHz or faster processor. For higher video/screen share resolution and frame rate, a four-core processor or better is required
- RAM: 8000 MB
- Hard Drive: 6 GB or more
- .NET Framework version 4.6.1 or later
- Windows 10/11
- Mouse
- Headset
- Webcam
- Comfortable using video conferencing tools throughout each scheduled shift
- Ability to maintain confidentiality and protect patient health information (PHI) in a remote environment
JOB SUMMARY
We are seeking a detail-oriented, experienced Omnichannel Support Specialist to join our Support Services team. This role is responsible for reviewing and responding to Omnichannel inquiries from consumers or their representatives who have accounts with our collection agency. The ideal candidate will have prior third party collections experience, strong written communication skills, and the ability to assess and respond to a wide range of needs based on the content of each communication.
JOB DUTIES AND RESPONSIBILITIES
- Review and respond to a high volume of consumer or their representative’s communications in a timely and professional manner.
- Interpret each consumer or representative’s inquiry to determine the appropriate response or next steps (e.g., payment options, disputes, account clarification, hardship requests, etc.).
- Use internal systems to research and resolve account-related questions or escalate when necessary.
- Maintain accurate documentation of all communication in the patient’s account record.
- Communicate clearly and empathetically, maintaining compliance with FDCPA, HIPAA, and company policies.
- Identify trends in consumer concerns and collaborate with management to improve processes.
- Collaborate with other team members to ensure patient issues are resolved effectively and efficiently.
- Maintain confidentiality and protect consumer data at all times.
JOB QUALIFICATIONS
- Required: Minimum 1–2 years of experience in collections or a related customer service role, preferably in healthcare collections.
- Strong written communication skills with a focus on clarity, professionalism, and empathy.
- Ability to interpret various types of requests and determine best course of action independently.
- Proficient in using email platforms, CRM tools, and collection/accounting software.
- Knowledge of applicable regulations including FDCPA, HIPAA, and other industry standards.
- Detail-oriented, organized, and capable of managing multiple tasks simultaneously.
- High school diploma or equivalent required; Associate’s or Bachelor's degree a plus.
PREFERRED SKILLS
- Experience working in a healthcare collections environment.
- Familiarity with medical billing terminology and insurance processes.