ABOUT US

HammondCare is a not-for-profit, values-based organisation that is passionate about improving the quality of care for people in need. As one of Australia’s most innovative health and aged care providers, we aim to set the global standard of relationship-based care for people with complex needs. HammondCare provides care primarily through hospitals, residential care homes and home-based care as well as services for dementia support, community palliative care, rehabilitation, positive aging and older persons’ mental health.

ABOUT THE ROLE

The role of Credit Control & Debt Recovery Team Leader ensures efficient and effective recovery of outstanding debts across the organisation whilst continuing to provide the highest possible quality of care to all people with an assessed need, regardless of their financial circumstances.

KEY RESPONSIBILITIES INCLUDE

• Lead a team of two direct reports: developing, coaching, mentoring, and motivating
• Set up a cadence of meeting with LOB and lead the meeting for any updates to the aged debtors, KPIs, write off approval, disputed charges, and adjustments cases, etc
• Develop KPI’s to monitor success and support continuous improvement
• Liaise and collaborate with the IT system teams to ensure collections tools, i.e., CareHub, Epicor, Fydo, eMR’s functionality/automation are set-up and working effectively in the end-to-end receivable processes as required
• Make recommendations to support ongoing improvement of the collections processes and technical systems, e.g., uitilise/activate the available automation and functionality of CareHub, Epicor, Fydo & eMR, etc
• Support Care Partners/Admissions team to ensure customers have a clear understanding of their obligation for payment of services before services commence and any customer queries regarding setting up direct debits or queries about other payment options and credit terms
• Manages customer queries, setting up tailored written payment plans and general debtor investigations
• Communicate with customers/ their families/ Health Funds in a timely and appropriate manner to ensure debts are understood and paid within HammondCare terms of credit
• Liaise with HammondCare legal team to develop recovery policy, template emails, letters and FAQ’s to guide customer calls and debt collection matters and liaise with external debt collection agencies when required
• Ensure financial risks are identified presciently, reported and remediated expediently
• Review and allocate credit control and recovery case queues, generic email inboxes and setup customer phone dialler activity
• Ensure subsidiary ledger reconciles with general ledger on a monthly basis and any unreconciling variances are followed up and resolved on a timely manner
• Process credit notes and write offs in consultation with Line of Business (LOB) and as per the delegation of authority
• Provide a monthly aged debtor report with meaningful commentaries for aging analysis
• Develop reports and analysis to monitor debt trends to LOB and Operations team
• Stay abreast of industry trends and economic indicators to anticipate potential credit risk issues
• Provide expertise as the subject matter expert
• Support cash allocations as required for all LOB
• Provide back up for the banking team
• Assist with month-end duties, cashflow forecast/projections
• Be able to provide support as needed across other areas of finance