We encourage you to complete the pre-screening questions and complete the phone questions (please write your answers not audio recorded)
These applicants will be reviewed first.
We are growing and seeking individuals who are looking for regular, full-time, phone-based work and who are interested in making a long-term commitment to the company and the job.
Job description
This position is for call center medical debt collections at a collections agency. Agents enjoy the convenience of working from home. It is important to understand that while this is a remote position, employees are still required to give 100% of their attention to the job during all work hours, just like in a business office.
Base Pay: Hourly: $16.00 with a $1 per hour additional for bilingual (Spanish) agents.
Commission: Agents earn commission on what they collect for our clients. Commission is earned and paid biweekly (every other Friday). Most agents in this position are able to earn the equivalent of $18 - $20 per hour with commission included within 6 - 8 weeks of starting training. Commission potential is unlimited.
Schedule: Full Time (40 hours/week) (part-time of 25 - 29 hours per week is available, but a person must be available to work full-time for their first 7 - 10 days while being trained.)
Monday to Friday - call center hours of operation 8am-8pm central time zone
Current shift openings - Those located in Pacific time zone: 9:30am - 6:00pm.
Those located in Central time zone :11:30 a.m.-8:00 pm
Those located in Eastern time zone: 12:30pm - 9:00pm
30-minute meal break
Position Summary (what does the position do in a day?)
This is a call center-based collections agent position where employees are on the phone 95% or more of their work hours. There are inbound and outbound calls. Outbound calls are initiated using a dialer tool, so they behave like inbound calls. Agents spend almost all of their work time on the phone without down time between calls.
The position title is Healthcare Collections Agent. The person in this job takes calls in our call center from patients who are responding to electronic outreach regarding their outstanding medical bill. The agent's primary responsibility is to help the patient resolve their medical bill balance. Normally, this involves engaging in negotiation tactics to encourage patients to resolve their balance and overcome objections, thereby obtaining a payment in full or setting up a payment plan.
This position is working on 3rd Party collections accounts that have been placed with us as a Collections Agency.
Notes must be typed into the system while on each call.
Essential Functions
- 100% attendance required during training. Additionally, successfully passing all quizzes, final assessment and call review is required to graduate from new hire training and move on to new hire mentoring.
- Attain passing scores on all quizzes, the final assessment and call review during training
- Critical to not miss any work the first 90 days of employment to develop skill in the job and earn strong commissions.
- Meet established monthly individual performance goals and group collection targets
- Calculate payment plans and communicate them effectively to patients.
- Daily handle specific volume of outbound and inbound collection calls daily regarding patient's accounts, ask for payment in full or establish payment arrangements
- Provide patient service regarding collection account - multitasking skills essential
- Maintain accounts database by entering accurate & detailed records of calls, inquires, and payments during call time
- Follow federal and state laws dealing with debt collection, HIPAA, PHI, FDCPA
- Participates in team and individual meetings with supervisory management on collection efforts
Employment Requirements
- **Must pass a background check AND provide proof of employment for the last 5 years in order to stay employed with us**
General Knowledge, Skills & Abilities
- Dependable, consistent attendance for full shifts with appropriate notice to management when an absence or tardy is unavoidable. (ESSENTIAL)
- Clock in and out for scheduled shifts and breaks (ESSENTIAL)
- Appropriate general and business math skills needed to compute payment plans.
- Ability to negotiate effectively over the phone
- Ability to multi-task in a fast-paced environment (using multiple platforms at once, under time constraints, while on calls with patients)
- Think quickly/critical thinking while on the phone
- Highly motivated to reach performance goals
- Aptitude to work well under stress
- Proficient computer and typing skills using Microsoft Office software; able to type account notes during call.
- Skilled in reading, writing and speaking English required. Individuals who are skilled in reading, writing, and speaking Spanish and work in the bilingual queue are paid at a higher hourly rate.
- Position requires an individual to empathize with patients, patiently answer questions, and persuasively communicate payment requirements, as well as the ability to positively redirect initial refusal to make payment.
Experience
- Demonstrated the use of exceptional customer service and phone skills as might be acquired through 1 – 2 years of experience in a call center or phone-based customer communication environment.
- Experience in collection or call center work (Preferred)
- Experience in handling sensitive information from clients in a discreet and ethical manner (Preferred)
- Healthcare Accounting/Finance background (Preferred)
Environment Requirements
Providing a quiet, secluded, and distraction free workspace office with a closed door where you can keep others out of the room during work. (Strictly monitored and enforced - no sounds in background or people walking through your workspace)
Not suitable for dependent care – Notice that remote work is not a substitute for dependent care (children, significant other, parents or pets).
Providing the necessary internet upload/download speeds for the job (100mpbs upload, 10mpbs download)
IT requires them to use their personal phone and install the authenticator app
Additional Focuses and Expectations
- Department uses a strict attendance point system policy. Zero call in's and tardies are requested for all agents.
- Required to be very prompt and precise about clocking in and out at times you are scheduled including your breaks/lunch period. The department runs a tight schedule and counts on agents being diligent in this area. Time management is essential and required in this role.
- Employment is contingent on 100% attendance during training
- 100% attendance required and strictly enforced during first 90 days.
- PTO starts accruing after 90 days
- We do not offer unpaid time off - employees are expected to have arrangements in place to take care of all external and personal commitments during your work hours so that you can be depended upon to work all of your shifts during the first 90 days
Work Environment
Work from home, call center environment. The position is well managed to the same level of Management you would receive working inside the call center·
Strict attendance and punctuality policy
Physical Demands
The employee is frequently required to sit for long periods of time and speak on the phone 60-80% of their day/shift.
Education
High School Diploma or Equivalent
A little about One Mnet Health: We are a premier Revenue Cycle Management (RCM) to the surgical industry. Mnet provides customized patient-pay solutions to over 900 surgical hospitals and ambulatory surgery centers.
www.https://onemnethealth.com/
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Job Types: Full-time, Part-time
Pay: From $16.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
- Work from home
Shift:
Application Question(s):
- To have your application reviewed, please answer all of these prescreening questions.
- This role handles inbound/outbound calls from patients engaging in negotiation tactics to encourage them to pay for their medical bills. Aside from working from home, what is it about this role that is appealing to you?
- How many weeks have you been able to go in a row without missing a partial or full day of work?
- What arrangements in place to take care of external / personal commitments during your work hours so that we can depend on you to work all your shifts during the first 90 days?
- What experience do you have working in a Call Center or similar?
- Tell me what attendance requirements you’ve been held to in the past and how they were enforced.
- What experience in collections work or similar do you have?
- What is the largest number of sequential shifts have you worked without taking time off?
Experience:
- Call center: 1 year (Required)
- Collections: 1 year (Required)
- Working from home on a computer: 1 year (Required)
- Negotiating with a customer on the phone or in person: 1 year (Required)
Work Location: Remote
