About the Role

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 will require cross-functional collaboration with Billing Disputes, Sales, Customer Support, and other teams to achieve the desired goals.

Responsibilities

• Monitor accounts to identify outstanding debts.
• Call and email accounts payable contacts, administrators, and others as needed to ask about their overdue payments and upcoming dues.
• Build relationships with workplaces (e.g., properly set expectations about our billing policy, explain NET & Dispute Terms, etc.).
• Identify the root cause of non-payment and resolve billing concerns.
• Report on collections updates and accounts receivable status.
• Identify critical accounts and devise SMART action plans to address issues.

Requirements and Skills

General

• Professional and clear communication (verbal and written).
• High attention to detail.
• Receptive to feedback (highly coachable).
• Preferred: experience with Google Drive suite, Slack, Salesforce, soft phone software like Amazon Connect.

Technical

• Comfortable with math and data (e.g., calculating payment plan instalments).
• Ability to build relationships with customers.
• Strong judgment in customer-facing decisions and live interactions.
• Negotiating skills.