Summary:

The Representative I, Collection Services is the 1st level assistance for Business to Business clients and internal teams related to delinquent account status. The Representative I, Collection Services will receive, respond, and escalate incoming calls and inquiries regarding account status, questions, billing inquiries, and disputes.

Job Responsibilities:

• Receive incoming calls from clients and/or internal teams and determine action to be taken as the first level response.
• Resolve simple client requests such as providing account documentation, copies of invoices, billing statements, or various account documentation.
• Provide miscellaneous information that may be needed for vendor set up such as Tax ID number, vendor number, and/or contact information.
• Escalate more complex client billing questions, issues, and disputes to next level collections and/or cross functional teams utilizing Salesforce work ticket process.
• Initiate first 'soft' contact with business to business client regarding outstanding account balance and request for payment via phone, email, and/or internal systems.
• Prepare standard department forms and documents related to account contact, transaction, and/or status.
• Participate in ad-hoc projects, as assigned.

Education:

Required:

• High School Graduate or General Educational Degree (GED).

Experience:

Required:

• 6+ months of experience in a customer service or call center or related field.

Preferred:

• 1+ year experience in collections, billing, or call center or related field.
• Or, any combination of education and experience which would provide the required equivalent qualifications for the position.

Knowledge, Skills, Abilities:

• Knowledge of collection procedures and best practices.
• Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) with intermediate skill level in Excel.
• Ability to perform all facets of customer service according to department standards utilizing proper phone etiquette during all client interactions.
• Ability to manage stress during difficult or challenging situations.
• Ability to navigate multiple systems to track and document tasks, status of assigned work, and communicate with clients and internal teams.
• Ability to demonstrate excellent organizational skills, with the ability to prioritize workload, meet deadlines, and multi-task while maintaining attention to detail.
• Ability to work in a team environment employing a hands-on approach with colleagues at all levels of the organization.
• Ability to communicate effectively (both written and verbal).

NextGen Healthcare believes in strength through diversity. We are an equal opportunity workplace and an affirmative action employer supporting Diversity, Disabled, and Protected Veterans. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Because NextGen Healthcare believes in providing a safe work environment, we conduct background checks as part of our hiring processes.