Collections Agent

Who you are

• The ideal candidate is comfortable speaking with members by phone, handling payment conversations professionally, documenting every interaction accurately, and following established collection and return processes
• This position requires a strong attention to detail, persistence, and the ability to balance member service with revenue recovery
• Previous experience in collections, customer service, healthcare, billing, or a similar role preferred
• Comfortable making a high volume of outbound calls
• Strong verbal and written communication skills
• Excellent attention to detail and documentation skills
• Comfortable discussing balances and requesting payment from members
• Able to handle difficult conversations professionally
• Strong follow-through and ability to manage multiple systems

What the job involves

• Better Health is looking for a Collections Agent to join our Revenue Cycle team. This role is responsible for contacting members regarding outstanding balances, inactive accounts, and equipment that has not been returned
• Collections & Account Resolution
• Contact members with 61+ day outstanding balances to resolve past-due accounts
• Work assigned accounts and follow the established collections workflow
• Contact members with inactive VR accounts, including members who have been inactive for 90+ days
• Follow up on Never Started / Need Return accounts and determine the appropriate next step
• Collect outstanding balances and process payments according to company procedures
• Explain balances, payment expectations, and available resolution options clearly and professionally
• Escalate accounts when additional review or assistance is required
• Equipment Returns
• Contact members regarding equipment that needs to be returned
• Explain return requirements and assist members through the return process
• Coordinate return-label requests when needed
• Follow up on equipment that has not been returned
• Apply the appropriate non-return charge when required under company policy
• Documentation & Account Management
• Accurately document every member interaction in the appropriate system
• Record call outcomes, payment information, return status, and next steps
• Maintain accurate account notes so other team members can easily understand the status of an account
• Update account statuses and tracking information as required
• Follow up on accounts according to assigned timelines
• Member Communication
• Make outbound calls to members regarding balances, payments, inactive services, and equipment returns
• Handle difficult or sensitive conversations professionally and empathetically
• Answer member questions and explain next steps clearly
• Maintain a professional and helpful tone while working toward resolution