Collections Document Request

The Document Request Agent will be working to ensure timely and accurately requested document submission in the necessary databases.

• Reviews patient accounts for accuracy prior to placement to outside collection vendors
• Receive account change requests and review required changes.
• Update insurance plan changes on customer accounts.
• Review account information and update required information.
• Researches and responds to vendor inquiries
• Reviews correspondence in the CWF system and takes appropriate account and document action
• Handles all calls. Emails, eRequest and correspondence from collection agencies.
• Responds to requests which include research payments, contractual, approving arrangements, audits, etc.
• Practice and adhere to the “Code of Conduct” philosophy and “Mission and Value Statement”
• Other duties as assigned

• English Level – B2+
  Must have a B2+ English level, both written and spoken. Candidates should be able to communicate clearly and confidently in English, understand and respond to customer inquiries, and handle written documentation with correct grammar, spelling, and tone.

• Experience – Minimum of 1 year in Customer Service or Back Office roles
  Previous experience in customer-facing or support roles is required. Candidates should be familiar with handling customer interactions or processing tasks accurately and professionally.

• Education – High school diploma completed

• Communication Skills – Clearly and effectively communicates both verbally and in writing. This includes proper punctuation, accurate spelling, and the ability to transcribe information correctly.

• Customer Orientation – Builds and maintains strong, long-term relationships with customers by consistently meeting or exceeding expectations, fostering trust and respect.

• Interpersonal Skills – Able to collaborate effectively with coworkers, clients, and external stakeholders.

• Computer Skills – Proficient in Microsoft Office and other required applications.

• Policies & Procedures Knowledge – Understands and adheres to organizational policies, procedures, and systems.

• Core Competencies – Demonstrates the ability to manage and prioritize multiple tasks efficiently within tight deadlines. Capable of working independently and as part of a team in a fast-paced environment. Strong adaptability, attention to detail, analytical thinking, and problem-solving skills. Able to perform basic math operations, reconcile figures, and ensure accurate punctuation, spelling, and transcription.