Billing Representative

The Collections team under Billing is responsible for collecting payments from workplaces (e.g., healthcare facilities). The Billing Representative (BR) is responsible for ensuring that the assigned workplaces pay their invoices quickly and on time. Cash is the lifeline of any company. This is a very critical role to ensure that the cash flows for the company are smooth.

The BR will reach out to the workplaces through phone and email to follow up on payments, get a commitment of payment ("promise to pay"), and ensure that the workplaces honor these commitments. The BR will work with the workplaces and the respective internal teams to ensure any roadblocks in collecting the payments are removed. The role would require a cross-functional collaboration with Billing Disputes, Sales, Customer Support, and other teams to achieve the desired goals.

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Responsibilities:

• Monitor accounts to identify outstanding debts
• Review previous data for each debt or bill
• Call and email accounts payable contacts, administrators, and others as needed to ask about their overdue payments and upcoming dues
• Identify the root cause of non-payment
• Resolve billing concerns
• Report on collections update and accounts receivable status
• Communicate with the sales department to maintain accurate and updated information on client contract and other information
• Maintain a logs of calls and record any payment updates from the customer
• Receive new workplace assignments to start contacting the customer to set the relationship up for success, including simply introducing yourself and collect the right information
• Identify critical accounts and endorse them to managers as needed for proper escalatory measures
• Build relationships with the workplaces (properly set expectations about our billing policy, explain NET & Dispute Terms, etc.)
• Build out SMART action plans for delinquent accounts
• Aim to have a 95% collection rate on a quarterly basis

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Requirements and Skills:

• Professional and clear communication (verbal and written)
• High attention to detail
• Comfortable with math and data
• Strong judgment in customer-facing decisions and live interactions
• Mileage for feedback (high "coachability")
• Ability to build relationships with customers
• General professional hygiene (e.g., always on time, follows through on commitments, etc.)
• Active listening
• Negotiating skills
• Patience and stress management
• Problem-solving and critical thinking skills
• Quick adaptability to changes
• Preferred: experience with Google Drive suite, Slack, Salesforce, soft phone softwares like Amazon Connect
  • Generally, it's expected you can adapt to changes in technology

Qualifications

• Open to candidates of all experience levels—what matters most is your ability to handle business customers professionally and solve problems effectively.
• No specific degree required—we care about what you can do, not just what’s on your résumé.