WORK-FROM-HOME REQUIREMENTS:
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Reliable high-speed internet and secure, quiet workspace
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Employee-provided WFH equipment
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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
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RAM: 8000 MB
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Hard Drive: 6 GB or more
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.NET Framework version 4.6.1 or later
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Windows 10/11
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Mouse
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Headset
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Webcam
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Comfortable using video conferencing tools throughout each scheduled shift
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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:
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Respond promptly and professionally to client inquiries via phone and email.
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Resolve complex client/debtor complaints and issues, taking ownership from initial contact to resolution.
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Maintain detailed and accurate records of client and debtor interactions, transactions, and comments in the system of record.
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Maintain in-depth knowledge of industry products, services, and company policies to provide accurate information.
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Identify trends in client or debtor inquiries and provide actionable feedback to management to improve processes.
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Manage, troubleshoot, and escalate complex, high-priority issues to appropriate departments.
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Identify opportunities to improve the client experience and go the extra mile to build loyalty.
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Utilize Microsoft Office Suite (Outlook, Excel, Word) for communication and documentation.
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Access and navigate client portals to retrieve or input necessary account data.
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Review and analyze accounts within the FMS collection system to ensure proper account handling and disposition.
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Accurately document account notes, disposition codes, and relevant data fields to maintain up-to-date and audit-ready account records.
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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.
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Collaborate with internal departments to support overall collection efforts and operational efficiency.
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Perform additional administrative or office-related duties as assigned by the Director, Client, and Support Services
Job Requirements:
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Proven experience (3+ years preferred) as a Customer Service Representative or in a similar support role.
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Minimum of one year previous experience working in Epic.
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Excellent verbal and written communication skills.
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Strong proficiency in CRM software and, MS Office, and customer service ticketing systems.
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Proven ability to de-escalate stressful situations and manage difficult customers.
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Strong multitasking, organizational, and time-management skills.
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High school diploma or equivalent; a degree in a relevant field is a plus.
Skills:
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Effective communication skills with a focus on clarity, professionalism, and proper grammar.
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Proficient with PC use and standard office software; familiarity with collection/accounting software is a plus.
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Ability to work independently and manage multiple tasks with accuracy and attention to detail.
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Basic math proficiency, including addition, subtraction, multiplication, division, and percentages.
Other Requirements:
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Successful completion of a background check and drug screening is required.
Preferred Qualities:
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Previous experience in a medical office or hospital setting
- Familiarity with regulatory compliance in a debt collection or data-sensitive setting.
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Team-oriented with a keen sense of accountability and integrity.
Work Environment:
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Working remotely via standard office setting with regular use of computers and telephones.
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May involve repetitive tasks and extended periods of sitting.
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Schedule: Full-time; Monday–Friday, standard, local business hours (CST).
