Omnichannel Support Specialist - Collections
FMS INC, Tulsa, OK, United States
Omnichannel Support Specialist
We are seeking a detail-oriented, experienced Omnichannel Support Specialist to join our Support Services team. This role is responsible for reviewing and responding to Omnichannel inquiries from consumers or their representatives who have accounts with our collection agency. The ideal candidate will have prior third party collections experience, strong written communication skills, and the ability to assess and respond to a wide range of needs based on the content of each communication. Job duties and responsibilities include: Review and respond to a high volume of consumer or their representative's communications in a timely and professional manner. Interpret each consumer or representative's inquiry to determine the appropriate response or next steps (e.g., payment options, disputes, account clarification, hardship requests, etc.). Use internal systems to research and resolve account-related questions or escalate when necessary. Maintain accurate documentation of all communication in the patient's account record. Communicate clearly and empathetically, maintaining compliance with FDCPA, HIPAA, and company policies. Identify trends in consumer concerns and collaborate with management to improve processes. Collaborate with other team members to ensure patient issues are resolved effectively and efficiently. Maintain confidentiality and protect consumer data at all times. Job qualifications include: Required: Minimum 12 years of experience in collections or a related customer service role, preferably in healthcare collections. Strong written communication skills with a focus on clarity, professionalism, and empathy. Ability to interpret various types of requests and determine best course of action independently. Proficient in using email platforms, CRM tools, and collection/accounting software. Knowledge of applicable regulations including FDCPA, HIPAA, and other industry standards. Detail-oriented, organized, and capable of managing multiple tasks simultaneously. High school diploma or equivalent required; Associate's or Bachelor's degree a plus. Preferred skills include: Experience working in a healthcare collections environment. Familiarity with medical billing terminology and insurance processes.
We are seeking a detail-oriented, experienced Omnichannel Support Specialist to join our Support Services team. This role is responsible for reviewing and responding to Omnichannel inquiries from consumers or their representatives who have accounts with our collection agency. The ideal candidate will have prior third party collections experience, strong written communication skills, and the ability to assess and respond to a wide range of needs based on the content of each communication. Job duties and responsibilities include: Review and respond to a high volume of consumer or their representative's communications in a timely and professional manner. Interpret each consumer or representative's inquiry to determine the appropriate response or next steps (e.g., payment options, disputes, account clarification, hardship requests, etc.). Use internal systems to research and resolve account-related questions or escalate when necessary. Maintain accurate documentation of all communication in the patient's account record. Communicate clearly and empathetically, maintaining compliance with FDCPA, HIPAA, and company policies. Identify trends in consumer concerns and collaborate with management to improve processes. Collaborate with other team members to ensure patient issues are resolved effectively and efficiently. Maintain confidentiality and protect consumer data at all times. Job qualifications include: Required: Minimum 12 years of experience in collections or a related customer service role, preferably in healthcare collections. Strong written communication skills with a focus on clarity, professionalism, and empathy. Ability to interpret various types of requests and determine best course of action independently. Proficient in using email platforms, CRM tools, and collection/accounting software. Knowledge of applicable regulations including FDCPA, HIPAA, and other industry standards. Detail-oriented, organized, and capable of managing multiple tasks simultaneously. High school diploma or equivalent required; Associate's or Bachelor's degree a plus. Preferred skills include: Experience working in a healthcare collections environment. Familiarity with medical billing terminology and insurance processes.