• Support the full medical funding lifecycle from intake to post-treatment account resolution. • Review documents and verify eligibility for underwriting decisions. • Contact attorneys and providers to confirm appointments and required documentation. • Approve qualified cases for scheduling and coordinate with the Scheduling Department. • Enter patient demographics and case information into ProBase. • Manage medical collections after treatment while providing excellent customer service. • Use ProBase, Zendesk, Microsoft Teams and Excel daily.

• Led and coached a team of 18 Collection Specialists. • Interviewed, hired, onboarded and trained new employees. • Performed side-by-side coaching, call monitoring and QA evaluations. • Managed KPIs including AHT, Hold, Silence, Adherence, Attendance, Quality and Recovery. • Handled escalations and ensured FDCPA compliance.

Responded to customer inquiries via calls and emails, providing accurate product and service information. Adhered to company policies and scripts to consistently achieve call-time and quality standards. Placed outbound customer service or customer satisfaction calls to follow up on issues. Achieved high satisfaction ratings through proactive one-call resolutions of customer issues. Processed debit and credit card and electronic check payments. Responded to customer requests, offering excellent support and tailored recommendations to address needs. • Resolved credit card inquiries. • Processed payments. • Achieved first-call resolution and quality goals.

Assisted customers in the U.S. and Canada with insurance claims. Collected deductibles and arranged device shipments via UPS. Assisted call-in customers with questions and orders. Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor. • Managed mobile insurance claims. • Collected deductibles. • Verified documentation and coordinated replacement shipments.

Determined clients' needs and helped select appropriate rentals fulfilling requirements. Managed multiple tasks in a high-volume environment. Responded quickly to customer inquiries, answering questions and offering insight into products. Kept up-to-date rental records and customer information in company systems to track client interests and preferences. • Assisted local and international customers with rentals. • Prepared rental agreements and returns. • Recommended protection plans and additional services. • Processed payments and maintained accurate documentation. • Resolved customer concerns professionally.

Answered customer telephone calls promptly to avoid on-hold wait times. Updated account information to maintain customer records. Operated a cash register for cash, check, and credit card transactions with excellent accuracy levels. Counted money in cash drawers at the beginning and end of shifts to maintain accuracy. Assisted customers with returns, refunds, and resolving transaction issues. • Managed reservations, rentals and returns. • Explained contracts and insurance options. • Processed cash and card payments. • Maintained customer records. • Resolved billing and rental issues.