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Revenue Recovery Specialist
2 months ago
Job Summary
The Collections Specialist is a key member of our revenue recovery team at Brookdale Senior Living. This role is responsible for monitoring and reviewing account status reports to identify and resolve delinquent accounts.
Key Responsibilities
- Providing quality customer service and collections in a high-volume, fast-paced, multi-channel contact center using automated call distribution and workload distribution software while accurately processing and recording customer contacts via the designated tracking software.
- Reviews aging and other reports to identify delinquent accounts, initiating collection process on overdue accounts by contacting customers via mail and/or telephone in order to obtain payment. Identify potential customer account issues through review of daily, weekly, and monthly generated reports and queries.
- Research and resolve potential billing errors, disputes, cash application, and other issues through regular customer account audits to ensure billing accuracy and maintain a high level of customer satisfaction.
- Coordinates with others, including field personnel, to develop, implement, and monitor collection strategy.
- Assisting in training community associates as pertains to collections procedures and functionality available in multiple proprietary systems.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers' experience.
- Additional duties, as assigned.
Requirements
- High school diploma or GED required. A minimum of one year of collections experience is required. Additional experience in accounts receivable, billing and/or customer service experience in a call center or similar setting is preferred. Excellent oral and written community skills. Proficiency in Microsoft Office (i.e. Excel, Word, etc.) is required.
- Certifications, Licenses, and Other Special Requirements: None
- Management/Decision Making: Makes standard and routine decisions based on detailed guidelines with little independent judgment. Problems are generally solved with clear, detailed guidelines or by reporting them to a supervisor.
- Knowledge and Skills: Has a basic level of a skill and can follow written or verbal instructions. Has basic technical skills to complete a few repetitive and well-defined duties. Has a basic knowledge of the organization in order to answer basic questions.
Working Conditions
- Standing
- Walking
- Sitting
- Use hands and fingers to handle or feel
- Reach with hands and arms
- Talk or hear
- Ability to lift: Up to 25 pounds
- Vision
- Requires interaction with co-workers, residents or vendors
