Collections Services Liaison

The Alden Network; Chicago (IL); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health Insurance

Paid Holidays

Paid Sick Time

Paid Time Off

Retirement / Pension Plan

Dental Insurance

Life Insurance

Vision Insurance

Job summary

The Alden Network in Illinois is seeking a Collections Services Liaison to partner with Admission Directors, residents, and families to improve private pay collections and reduce bad debt.

This on-site role requires coordinating with facilities, ensuring timely payments, setting up automatic payments, and communicating payment responsibilities to residents and families. Strong communication and analytical skills are essential.

Qualifications

• Must have great communication skills and explain resident statements, charges, and payment options clearly.
• Must be an independent thinker with analytical and problem-solving skills to monitor AR Aging.
• Must have computer and Excel skills.
• 2+ years of collections experience OR 2+ years in a senior housing facility (SNF, IL, or AL).
• Must have transport to travel to facilities to collect payments 4-5 days a week or as needed.

Responsibilities

• Assigned facilities and responsibility for all private pay collections.
• Communicate with residents/families about private pay amounts and due dates.
• Ensure automatic payment enrollment at admission or within 48 hours of admission.
• Submit all payments and payment forms to Financial Coordinator.
• Require two months upfront payment for self-pay residents at admission when needed.
• Deliver late notices and statements timely; update PCC with correct addresses.

Skills

Great communication

Independent thinker

Computer & Excel skills

2+ years collections experience

Travel to facilities

Education

Associate or bachelor’s degree preferred

Tools

PCC software

Job description

NO OUT OF STATE APPLICANTS PLEASE.

ONLY APPLICANTS LOCATED IN ILLINOIS WILL BE CONSIDERED.

Location: Corporate Office or Assigned Facility

Type: On-Site 5 days a week

Short distance travel to facilities required(all facilities assigned will be within driving distance from the corporate office and NO overnight travel required).

OBJECTIVE:

The Collections Services Liaison reports directly to the Sr. Collections Manager and is a key member of the AR Department who works daily with the Admission Directors, residents, and family members, at both the corporate office and their assigned facilities to drive private pay financial collection performance and reduce bad debt.

DUTIES:

• The Collections Services Liaison has assigned facilities and is responsible for all aspects of collections for Private Pay portions owed by the residents.

• The Collections Services Liaison communicates clearly to ensure all residents/family understand their financial responsibility, the amount of their private pay portion, and the due date that their payment will be due.

• The Collections Services Liaison responsible for communicating the private portion that will be due monthly with the resident/family and ensuring the resident is signed up for an automatic payment (RFMS, direct debit, or an automatic credit card payment plan) either at the same time all the admission paperwork is being signed/completed by the resident/family (if on-site at the facility) or within 48 hours days from date of admission time of admission, depending on the situation, but always before their first payment is due.

• The Collections Services Liaison is responsible for submitting all payments and payment forms to the Financial Coordinator to ensure payments are processed and applied in a timely manner.

• The Collections Services Liaison must also ensure that any strictly self-pay residents who are being admitted without any type of primary insurance (Medicare, Medicaid, Commercial Insurance), provide two months of payment up front at the same time all the admission paperwork is being signed/completed by the resident/family (if on-site at the facility) or within 48 hours from time of admission, depending on the situation.

• The Collections Services Liaison is responsible for the timely delivery of all late notices and resident statements to each resident. In addition, if notified of any statements that are sent to a family member/POA/RP and returned as undelivered, the Financial Services Liaison works with the Admission Director and family to update PCC with the correct address.

• The Collections Services Liaison is responsible for monitoring the AR Aging daily, updating the collections dashboard with collection efforts/notes, ensuring all private pay payments are addressed either through payment or payment plan within 5 days from the due date, and communicate all refusals to pay/difficult accounts immediately to both the Admission Director, AR Manager, and Sr. Collections Manager.

• The Collections Services Liaison is responsible for ensuring all problem accounts are referred to the legal department for further collection efforts of classified uncollectable.

• The Collections Services Liaison is responsible for attending all required Financial Calls and being prepared with an update on every Private Pay account.

OTHER DUTIES:

• Ensure notices/resident statements are received timely by both residents on-site and family members/RP.

• Review account balances for accuracy

• Collect income information if needed such as SS award letters, pension information, ect.

• Obtain missing Medicaid forms from residents such as 2998, 3654, ect. if requested to do so

• Communicate with facility and those in the AR department about resident account changes (payer change, signing TF, getting correct address, processing cc payment, and posting monies)

• Reconcile resident disputes as they pertain to payment of outstanding balances that are due.

• Ensure all resident/responsible party information is correct, including phone numbers and addresses, and make those changes in PCC.

• Follow federal and state laws dealing with debt collection.

• All other duties assigned.

SKILLS REQUIRED:

• Must have great communication skillsand know how to explain resident statement/charges, explain payment options, and be able to form great relationships with residents/family members.

• Must be an independent thinker with analytical and problem-solving skills to able to properly run, monitor, and assess the AR Aging.

• Must have computer and excel skills.

• 2+ years of collections experience OR2+ years of experience working in a senior housing facility (SNF, IL, or AL) facility.

• Must be able to and have the appropriate transportation to travel to facilities to collect payments and meet with residents/family members in person 4-5 days a week or as needed.

PREFFERED SKILLS:

• 2+ years of experience working in a financial/collections role in a senior housing facility (SNF, IL, or AL) facility.

• PCC software experience

• Associate or bachelor’s degree preferred

GENERAL BENEFITS:

• Paid Holidays

• Paid Sick Time

• Paid Time Off

• Retirement / Pension Plan

• Health Insurance

• Dental Insurance

• Life Insurance

• Vision Insurance