Account Representative II - Training Coordinator

Overview

This position is responsible for enrolling, billing, and administering Special Care Insurance Policies (SCIP) as well as ensuring timely collections on premiums for facilities.  The Training Coordinator Account Representative is responsible for managing and coordinating training programs for SCIP internal (new and current) employees, ensuring smooth execution of all training activities, and serving as the main point of contact between the trainee and the Director of Premium Revenue Cycle. This position also involves account management duties, ensuring client satisfaction, identifying opportunities for additional services, and maintaining strong relationships as outlined below.

Responsibilities

• Plan, schedule, and coordinate training programs (in-person, virtual, or hybrid) for internal (new and current) SCIP employees for the department as related to all roles within.
• Collaborate with subject matter experts and instructors to ensure the training content is accurate, relevant, and tailored to client needs.
• Manage logistics and cadence for training events, including venue arrangements, materials, technology, and attendee communication.
• Ensure timely delivery of training content and resolve any issues that arise before, during, or after the sessions.
• May include other duties in relation to training 1:1 or in a group setting.
• Direct communication with the Director with regular updates and ideas, as well as engagement with other key constituents on an as needed basis.
• Collect payments on past due bills to meet departmental goals.
• Assist customers with all areas of service including collection issues, customer refunds, account adjustments, small balance write-off, customer reconciliations, and other adjustments.
• Update records based on various reports/mail including offset tracker, deceased reports, faxes, and mail.
• Accountable for reducing delinquency for assigned accounts.
• Use good judgement to enlist the efforts of account reps, sales, and senior management when necessary to accelerate the collection process.
• Must communicate and follow up effectively with department regarding customer accounts on a timely basis.
• Create, update and track customers who have not made payments and send collection letters.
• Complete weekly and monthly reports to the manager on all accounts over 60 days.
• Organize and prioritize collections according to the severity of delinquency.
• Utilize phone, computer, and mail to contact customers regarding collections.
• Constantly inform customers of overdue accounts and amount currently owed.
• Review terms of insurance and Medicaid.
• Ensure all customer information is correct, including, but not limited to phone numbers and addresses.
• Professional and polite when communicating with customers to reach payment solution and determine if debt can be collected.
• Always adhere to federal and state laws dealing with debt collection.
• Must be able to work independently and in a team environment.
• Make account changes as needed for collections process and document in notes.
• Promptly send terminations to appropriate staff as needed for collection accounts.
• Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy.
• Emphasize customer service in all aspects of operations.
• Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times.
• To work remotely, it is expected you will have a reliable, nonpublic high-speed internet connection with sufficient bandwidth to participate in all work-related activities. Any interruptions in service should be immediately reported to your manager.  
• Reacts positively to change and performs other duties as assigned.

Qualifications

• High school diploma or GED required.
• 3-5 years high volume collections experience in a corporate setting.
• Knowledge of medical billing and collection procedures.
• Advanced working knowledge of Word, Excel, Outlook, Genelco Group Plus
• Strong data entry skills and phone/email etiquette
• Accounts Receivable knowledge/experience preferred.
• Excellent interpersonal, oral, and written communication skills.
• Must be meticulous and self-motivated.
• Excellent customer service skills.
• Ability to problem solve independently and / or a team.
• Work alongside team members.
• Anticipate needs in a proactive manner to increase satisfaction.
• Ability to prioritize and manage multiple responsibilities.
• Able to work in a fast-paced environment.
• Take ownership of job responsibilities by initiating prompt and appropriate follow up and/or action to problems.

We will only employ those who are legally authorized to work in the United States. Any offer of employment is conditional upon the successful completion of a background investigation and drug screening.