Invoicing & Collections Lead

Invoicing and Collections Lead

The Invoicing and Collections Lead is responsible for the oversight of a team of associates that focus on specific funder or customer segments as part of the revenue management cycle. The lead will also be responsible for a specific customer segment identifying outstanding accounts to contact funders and patients and collect on outstanding payments. The Lead role will need to set goals and targets, monitor progress and performance, analyze trends and continually search for optimum efficiencies for the team. The role requires effective time management and self-discipline to ensure regular, and timely invoices and follow up on outstanding invoices.

Excellent communication and team building skills are required to manage a remote team. The position will report to the National Director of Admin and Shared Services.

Responsibilities for Supervision
- Responsible for performance of staff members to ensure accurate and timely invoicing.
- Set goals and targets for the team for invoicing and collections.
- Create and implement collection processes to reduce or eliminate aged receivables.
- Ensure that the funder agreements are adhered to.
- Implement deadlines for invoicing and payment collection.
- Negotiate with customers in cases when nonpayment occurs.
- Prepare monthly feedback on payment collections.
- Remain informed of any legislative process or training regarding customer segments.
- Identify process efficiencies and ensure efficient processes of team members.
- Provide feedback and ensure process compliance from clinics.
- Communicate and escalate issues with customers or clinics.
- Analyze trends/data to establish baseline team goals and objective targets
- Collaborate with Regional Admin Leads on training and feedback for clinics
- Report non-compliance to manager
- Participate in regular meetings with Regional Administrative team
- Training and mentoring of staff members in the collections department Responsibilities for Invoicing
- Verify accuracy of billing/invoicing data and revise if necessary.
- Research and resolve discrepancies for patient’s accounting details
- Submit invoices as per funder guidelines, based on patient file (EHC, MVA, WCB/WSIB, etc), and within the timelines outlined.
- Notify clinics with issues, rejections, or updates with EHC funders that will impact future billing.
- As required, follow up on paper EHC claim forms with patient/ clinic.
- Consult clinic if issues can not be resolved by associate and utilize alternative resources as necessary until resolution is complete. - Record notes relevant to patient’s account as necessary.
- Ensures compliance with process by communicating with clinic and RAL if issues are identified.
- Review and monitor accounts for collection efforts.
- Complete outbound collection calls in a professional manner while keeping and improving customer relations to ask clients about outstanding payments.
- Maintain patient privacy in all interactions.
- Collect customer payments in accordance with payment due dates and process.
- Identify issues attributing to account delinquency and discuss them with management.
- Review and monitor assigned accounts and all applicable collection reports.
- Provide timely follow-up on payment arrangements.
- Mail correspondence to customers to encourage payment of delinquent accounts.
- Fax relevant documents to funders for account follow up.
- Investigate required historical data for each account or invoice.
- Take action to encourage timely debt payments.
- Process payments and refunds.
- Approve payments and extensions as required for financial plans/arrangements.
- Maintain accurate account records and update status and collection efforts.
- Report on collection activity and accounts receivable status.
- Follow company-prescribed collection techniques and timelines in order to reduce Accounts Receivable. Skills Requirements
- Ability to manage, monitor and motivate a remote team.
- Knowledge of invoicing procedures and collection techniques.
- Familiarity with laws related to debt collection.
- Working knowledge of MS Office such as Word, Excel, Outlook and SharePoint.
- Comfortable working with targets.
- Ability to manage stress.
- Excellent communication skills (written and oral).
- Strong negotiation, problem-solving and analytical skills.
- Ability to work independently and to adapt to a fast changing environment.
- Attention to detail with an eye for accuracy.
- Respect for customers’ privacy and treating them with empathy.

Education and Experience
- Proven experience with a minimum of 2 years of corporate collections experience including interaction with a large customer base or 1-year experience in a similar administrative role within a Lifemark acute clinic.
- Minimum Grade XII diploma, Bachelor’s degree an asset but not required.
- Other relevant experience within a sales or call center environments will be considered.