Collections Coordinator

Bayshore HealthCare is a privately held company with over $1B in Revenues. Bayshore has delivered consistently strong growth in home care and specialty pharma, with over 14,000 employees serving diversified clients and customers across Canada. It is a complex organization, comprised of a number of legal entities and operating segments, with a strong employee centric, entrepreneurial culture. The head office is located in Mississauga ON.

**Duties and Responsibilities**:

- Responsible for the timely, thorough review and analysis of the Aged Trial Balance and to manage the collections efforts for overdue accounts, as per established operating procedures.
- The ability to effectively and concurrently work numerous accounts with diverse and conflicting requirements and timelines.
- Update and maintain accurate customer files with all applicable correspondence and report status to management, as required.
- Communicate with clients, patients, families, insurance companies, national funders, and/or government agencies to resolve billing concerns and to obtain payment.
- Able to create customized solutions for problematic accounts in an effort to mitigate losses and to formulate collection strategies to ensure timely customer payments.
- Respond to customers and branch inquires related to account balances and billing concerns. Provide a statement of account and supporting documentation when required.
- Regular conference calls and on-going support is to be provided to the branch offices in an effort to provide visibility to their client accounts and to review status and assess risk.
- Review and resolution of unapplied and/or short payments.
- Liaise with Accounts Receivable and Billing Coordinators to resolve transactional issues such as client set-up, unapplied payments, etc.
- Audit Service Agreements to ensure policy compliance.
- Assess the results of Credit Bureau reports to determine credit risk.
- Timely identification and escalation of problematic accounts to the National AR Manager.
- Must be able to exercise good judgement in handling insurance, government and/or non-government accounts and understand insurance contractual obligations and arrangements.
- Make recommendations on process improvements.
- Answer the incoming AR Line as required and respond to customer requests with expert customer service.
- Participate in ongoing internal and/or external continuing education activities.
- Involvement in special projects, as assigned. Projects may include, but are not limited to, testing/implementation of system upgrades or enhancements.

Job Qualification

**Education and Experience**:

- High school diploma or equivalent; completion of a collection course/program is preferred.
- Minimum of 5 years first-party collections experience required and preference will be given to those with consumer collections experience.
- Intermediate knowledge of MS Office (Word, Excel, and Outlook).
- Strong knowledge of provincial and federal laws governing the collection of debt.

**Competencies & Skills**:

- Results-oriented and organized with a strong work ethic, focused on consistently producing accurate, high quality work.
- Innovative, self-starter with the ability to work proactively and think independently.
- Thrive in a fast-paced, goal-oriented collections department.
- Works well under pressure while maintaining a professional approach and communications.
- Exceptional interpersonal skills and the ability to work independently and as part of a team.
- Excellent communication skills (written and verbal) and the ability to confidently interact with internal and external customers.
- Ability to build and maintain effective working relationships and demonstrate behaviour that reflects ethics, professionalism, and respect.
- Initiates new ideas to increase overall team effectiveness; committed to self-development, and sharing of best practices.
- Strong problem-solving and critical-thinking skills; able to identify issues, and propose viable solutions.
- Strong attention to detail is critical.
- Must demonstrate exemplary customer service skills.
- Familiarity with PeopleSoft and Procura would be considered a definite asset.

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. At Bayshore all new hires must have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (e.g., two doses of a two dose vaccine series or one dose of a single
- dose vaccine series); AND have received the final dose of the COVID-19 vaccine at least 14 days prior to the official start date of employment.