Department: A-1 Collection Agency, a Division of Healthcare Management

Reports To: Assistant Collections Manager
Status: Hourly/Non-Exempt

Hours: M-Th 8:00 – 5:00 pm; Fri 8:00 – 4:00 pm (40 hours per week)Supervisory Role: None

Position Pay Range: Uncapped commission opportunity! Annual commissions averaging $48,880 - $77,480 / year

Benefits include: Medical, Dental, Vision, 401k with 5% company match, Paid Hours Off accrual of 3 weeks the first year starts immediately, 7 Paid Holidays, FSA, Group Discounts, Life & LTD, EAP

Posting Will Remain Open Until Filled 

We don’t fill positions, we hire individuals…

Our culture is important and ensuring we have the right staff is critical. We encourage employee growth, provide learning opportunities, and often promote from within. Are you dependable, empathetic, and have an excellent work ethic? If so, you might be a good fit for us!

About Healthcare Management

Healthcare Management (HCM) was formed in 1992 by a group of rural hospitals and healthcare organizations. This innovative and collaborative group of providers sought to take control of their bad debt collections and improve how accounts were collected in their communities. Their first step was to purchase A-1 Collection Agency and subsequently formed AR Services in 2001 to provide extended business office services. Today HCM is owned and governed by 20 rural hospitals and healthcare organizations in Colorado and Utah and provides services to over 150 clients.

Summary

As a Collector with A-1 Collection Agency, your role will be to utilize various collection strategies and methodologies to maintain an effective collection process for multiple accounts . You will be responsible for providing professional customer service, collecting bad debt accounts negotiating payments in full or payment arrangements, and managing payment plans. To excel in this role, you will need to be a motivated self-starter and deadline-sensitive, as meeting collection targets Is critical to the success of this role.

You will need to handle all calls in a professional, yet firm manner while following the Fair Debt Collection Practices Act (FDCPA) guidelines, Fair Credit Reporting Act (FCRA), and all other federal, state and client collection guild lines and laws. In cases where payment in full is not possible, you will need to set reasonable payment arrangements to obtain the balance in full. You will also need to review delinquent accounts considered to be uncollectible and ensure maximum efforts have been taken before assigning exhausted status to the account.

It will be important for you to adhere to policies and procedures and assist in special projects, including compiling statistical data, preparing documents, and maintaining files. This will require you to have excellent communication and interpersonal skills to work collaboratively with your colleagues and other stakeholders.

Overall, your role as a Collector will be hands-on and require a high level of attention to detail to ensure the successful recovery of bad debt accounts.

Essential Responsibilities

• Utilizes various skip tracing techniques and collection strategies to locate right parties in order to negotiate payment in full or payment arrangements on bad debt accounts.
• Negotiate payment terms and methods when right party is reached. The process often requires reviewing the account information in database, and/or asking probing questions of the consumer in order to better understand potential objections to payment.
• Overcomes stalls and objections and suggests money sources for payment.
• Utilize payment options (credit cards, direct checks) and secure this information so that administrative services can process.
• Negotiate settlements within company guidelines.
• Keeps records of account activities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

High school diploma or general education degree (GED); or six months to one-year related experience and/or training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations

Ability to obtain ACA certifications within 90 days.

Language Ability

Ability to read, analyze and interpret the most complex documents. Ability to respond effectively to the most sensitive inquires or complaints. Ability to write speeches and articles using original or innovative techniques or style. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management. 

Math Ability

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. 

Computer Skills

To perform this job successfully, and individual should have knowledge of word processing software; spreadsheet software; internet software; client health information systems; Cyclone account/collection systems, and contact management systems.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Business Acumen - Understands business implications of decisions. Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Stays calm and respectful when managing difficult situations; Uses empathy when managing emotional customer situations; Meets commitments.

Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Stays calm and respectful when managing difficult situations; Uses empathy when managing emotional customer situations; Meets commitments.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed; Resolves problems in a timely manner.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals. Oral

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Project Management - Coordinates projects; Communicates changes and progress; Completes projects on time and budget.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Reasoning - Ability to define problems collects data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Teamwork - Balances team and individual goals and responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.