Brookdale Senior Living Collections Analyst in Milwaukee, Wisconsin


Brookdale Senior Living - 6737 W. Washington St. Suite 2300 Milwaukee, WI 53214

Job #: CACOmkeWI47925

/Brookdale. Bringing new life to senior living./

Job Summary:

Responsible for monitoring and reviewing account status reports to identify and resolve delinquent accounts.

Your responsibilities:*

  • Provide quality customer service and collections in a high-volume, fast-paced, multi-channel contact center using automated call distribution and workload distribution software, while accurately processing and recording customer contacts via the designated tracking software

  • Review aging and other reports to identify delinquent accounts, initiating collection process on overdue accounts by contacting customers via mail and/or telephone inn order to obtain payment. Identify potential customer account issues through review of daily, weekly, and monthly generated reports and queries

  • Research and resolve potential billing errors, disputes, cash applications, and other issues through regular customer account audits to ensure billing accuracy and maintain a high level of customer satisfaction

  • Coordinate with others, including field personnel, to develop, implement and monitor collection strategy

  • Assist in training community associates, as pertains to collection procedures and functionality available in multiple proprietary systems

  • Evaluate and identify opportunities to drive process improvements that positively impact the customers" experience

  • Comply with company and AR policies

  • Required to work the hours indicated by management, taking appropriate breaks and lunches as scheduled.

  • Shift will consist of working tickets and ensuring inbound phone coverage

  • Log in to the Phone queues for entire shift, using the proper AUX codes

  • Primary focus is working assigned tickets, however will be expected to be available to take inbound calls at any time

  • Voicemail messages returned daily

  • Resolved billing disputes called back daily/weekly

  • Processing Assignments (tickets/queries):

  • 1st priority: Collection Agency Placement, Collection Agency Status

  • 2nd priority: Asset Search Request, Skiptracing Request, and Collections Process Questions

  • Assist with other tickets/queries, as needed, to meet department deadlines

  • Quality Assurance:

  • Meet Valued expectation on weekly and/or monthly scorecard

  • Team Huddle Assignments:

  • Actively participate as leader, timekeeper, or note taker in team huddles on assigned days

  • Create/gather materials prior to the huddle

  • Actively participate in setting and reaching individual goals and striving to reach goals set by management within the performance management system

  • Assist in educating/fielding inquiries from Community Staff and other Brookdale personnel regarding the Collection Processes

  • Utilize the documented Escalation process

  • Assist team members with a positive and helpful demeanor, as needed

  • Assist in reviewing and updating Procedural documentation, as needed

  • Assist in troubleshooting and testing system bugs and enhancements, as needed

  • Other duties as assigned based upon business need by manager/supervisor

Required skills and qualifications:

  • High school diploma or General Education Degree (GED) required. Associate"s Degree preferred

  • Minimum two to three years experience with phone inquiries, collections, accounts receivable, billing and/or customer service required; or equivalent education and experience

  • Proficiency in Microsoft Office (i.e. Excel, Word, Outlook, etc.)

If you"re a Brookdale associate, please consider referring someone through the Good People Program!

Brookdale is an EOE-(Equal Opportunity Employer) and drug-free workplace.

Brookdale offers a number of benefits to full-time associates including, but not limited to: medical, dental, vision, disability, life, paid time off, educational reimbursement. All associates, age 21 and older, are eligible to participate in the 401(k) retirement savings plan.*