Support Services Executive

WORK-FROM-HOME REQUIREMENTS:

• Reliable high-speed 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

Position Title: Support Services Executive  

Employer: FMS Inc.

Department: Support Services

Reports To: Director, Client, and Support Services 

Job Summary:

FMS Inc. is seeking a seasoned, empathetic Support Services Executive to join our team. In this role, you will function as a brand ambassador, resolving complex customer issues with professionalism while driving satisfaction and retention. You will manage high-volume inquiries, maintain detailed records, and provide expert industry knowledge to enhance the overall customer experience. 

Job Duties and Responsibilities:

1. Respond promptly and professionally to client inquiries via phone and email. 
2. Resolve complex client/debtor complaints and issues, taking ownership from initial contact to resolution.
3. Maintain detailed and accurate records of client and debtor interactions, transactions, and comments in the system of record.
4. Maintain in-depth knowledge of industry products, services, and company policies to provide accurate information.
5. Identify trends in client or debtor inquiries and provide actionable feedback to management to improve processes.
6. Manage, troubleshoot, and escalate complex, high-priority issues to appropriate departments.
7. Identify opportunities to improve the client experience and go the extra mile to build loyalty. 
8. Utilize Microsoft Office Suite (Outlook, Excel, Word) for communication and documentation.
9. Access and navigate client portals to retrieve or input necessary account data.
10. Review and analyze accounts within the FMS collection system to ensure proper account handling and disposition.
11. Accurately document account notes, disposition codes, and relevant data fields to maintain up-to-date and audit-ready account records.
12. Adhere to all applicable laws and guidelines, including the Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), HIPAA, and other federal and state regulations.
13. Collaborate with internal departments to support overall collection efforts and operational efficiency.
14. Perform additional administrative or office-related duties as assigned by the Director, Client, and Support Services 

Job Requirements:

1. Proven experience (3 years preferred) as a Customer Service Representative or in a similar support role.
2. Excellent verbal and written communication skills.
3. Strong proficiency in CRM software and, MS Office, and customer service ticketing systems.
4. Proven ability to de-escalate stressful situations and manage difficult customers.
5. Strong multitasking, organizational, and time-management skills.
6. High school diploma or equivalent; a degree in a relevant field is a plus. 

Skills:

1. Effective communication skills with a focus on clarity, professionalism, and proper grammar.
2. Proficient with PC use and standard office software; familiarity with collection/accounting software is a plus.
3. Ability to work independently and manage multiple tasks with accuracy and attention to detail.
4. Basic math proficiency, including addition, subtraction, multiplication, division, and percentages.

Other Requirements:

1. Successful completion of a background check and drug screening is required.

Preferred Qualities:

1. Previous experience in a medical office or hospital setting 
2. Knowledge of medical terminology, revenue cycle, and medical software, i.e., EPIC  
3. Familiarity with regulatory compliance in a debt collection or data-sensitive setting.
4. Team-oriented with a keen sense of accountability and integrity.

Work Environment:

• On-site training lasting approximately 2-3 months, then working remotely via standard office setting with regular use of computers and telephones.
• May involve repetitive tasks and extended periods of sitting.
• Schedule: Full-time; Monday–Friday, standard business hours.