The Billing Inquiry Manager will ensure that debt owed to Appalachian Regional Healthcare is paid timely and appropriately. The Billing Inquiry Manager is responsible for developing and monitoring a process and managing a team of collectors to ensure the maximum payment back to our organization, and responsible for the day to day operations of the Third Party Collection department.
•Manages day to day operations of the Third Party Collection department. Oversees ARH’s process of retrieving money owed to them.
•Manages all employees who are responsible for collecting money.
•Handles complaints or difficult calls.
•Develops policies and procedures for collection from outside entities and ensures employees in the department comply with company policies when contacting individuals and other companies to collect past due balances that they owe.
•Ensures that all written correspondence complies with company policies in terms of verbiage and frequency of contact.
•Maintains current knowledge of state and federal laws governing debt collections and makes sure employees receive training on any changes in laws.
•Makes sure the collectors on staff operate within the confines of the Federal Fair Debt Collection Practices Act (FDCPA) when making phone contact with individuals and companies.
•Sets productivity standards and monitors call reports to ensure collectors are meeting the desired goals.
•Identifies areas of the collection process that need improvement and is responsible for implementing an enhanced process that will help collectors be more effective.
•Tracks the rate of success of the entire process and continues to make adjustments when necessary.
•Trains new employees and offers regular training reviews for established employees.
•Performs audits of accounts that are in the system.
•Establishes quality control standards and maintains and enforces them over time.
•Negotiates payment arrangements and develops timelines and check and balance process to ensure the payments are made.
•Researches and locates missing information that is needed for the staff to perform their jobs at optimum levels.
Other duties as assigned by the system director of finances
•High School diploma
•Experience as a telephone collector and team supervisor.
•Certification from the American Collectors Association, or ACA
International a plus
•Bachelor’s degree in Finance, Accounting, Business or a related field required
Minimum Work Experience
3 years Collection and/or Business Office
Required Skills, Knowledge, and Abilities
•Must have exceptional interpersonal skills.
•Must have excellent computer skills.
•Must be able to manage employees ethically and fairly while still being firm and enforcing company rules.
•Excellent time management and multi-tasking skills.
•Must have strong negotiation and persuasion skills.
•Superior math skills.
•Must be able to effectively prioritize tasks.
•Must have excellent verbal and written communication skills.
•Must have strong problem solving and decision making skills.
•Must have good critical thinking skills and exercise sound judgment.