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    "requisitionDescription": "<div><div><div><div><div><div><p data-pasted=\"true\"><strong><u>WORK-FROM-HOME REQUIREMENTS:</u></strong></p><ul><li>Reliable high-speed internet and secure, quiet workspace</li><li>Employee-provided WFH equipment</li></ul><ul type=\"disc\"><ul type=\"circle\"><li>Desktop &amp; Dual Monitors - 4vCPU with minimum 1.6 GHz or faster processor. For higher video/screen share resolution and frame rate, a four-core processor or better is required</li><li>RAM: 8000 MB</li><li>Hard Drive: 6 GB or more</li><li>.NET Framework version 4.6.1 or later</li><li>Windows 10/11</li><li>Mouse</li><li>Headset</li><li>Webcam</li></ul></ul><ul><li>Comfortable using video conferencing tools throughout each scheduled shift</li><li>Ability to maintain confidentiality and protect patient health information (PHI) in a remote environment</li></ul><hr><p><br></p><p data-pasted=\"true\"><strong>Position Title:</strong> Support Services Executive &nbsp;</p><p><strong>Employer:</strong> FMS Inc.</p><p><strong>Department:</strong> Support Services</p><p><strong>Reports To:&nbsp;</strong>Director, Client, and Support Services&nbsp;</p><p><strong>&nbsp;</strong></p><p><strong><u>Job Summary:</u></strong></p><p>FMS Inc. is seeking a seasoned, empathetic Support Services Executive to join our team. In this role, you will function as a brand ambassador, resolving complex customer issues with professionalism while driving satisfaction and retention. You will manage high-volume inquiries, maintain detailed records, and provide expert industry knowledge to enhance the overall customer experience.&nbsp;</p><p><strong><u>&nbsp;</u></strong></p><p><strong><u>Job Duties and Responsibilities:</u></strong></p><ol><li>Respond promptly and professionally to client inquiries via phone and email.&nbsp;</li><li>Resolve complex client/debtor complaints and issues, taking ownership from initial contact to resolution.</li><li>Maintain detailed and accurate records of client and debtor interactions, transactions, and comments in the system of record.</li><li>Maintain in-depth knowledge of industry products, services, and company policies to provide accurate information.</li><li>Identify trends in client or debtor inquiries and provide actionable feedback to management to improve processes.</li><li>Manage, troubleshoot, and escalate complex, high-priority issues to appropriate departments.</li><li>Identify opportunities to improve the client experience and go the extra mile to build loyalty.&nbsp;</li><li>Utilize <strong>Microsoft Office Suite</strong> (Outlook, Excel, Word) for communication and documentation.</li><li>Access and navigate client portals to retrieve or input necessary account data.</li><li>Review and analyze accounts within the FMS collection system to ensure proper account handling and disposition.</li><li>Accurately document account notes, disposition codes, and relevant data fields to maintain up-to-date and audit-ready account records.</li><li>Adhere to all applicable laws and guidelines, including the <strong>Fair Debt Collection Practices Act (FDCPA)</strong>, <strong>Telephone Consumer Protection Act (TCPA)</strong>, <strong>HIPAA</strong>, and other federal and state regulations.</li><li>Collaborate with internal departments to support overall collection efforts and operational efficiency.</li><li>Perform additional administrative or office-related duties as assigned by the Director, Client, and Support Services&nbsp;</li></ol><p><strong><u>Job Requirements:</u></strong></p><ol><li>Proven experience (3+ years preferred) as a Customer Service Representative or in a similar support role.</li><li>Excellent verbal and written communication skills.</li><li>Strong proficiency in CRM software and, MS Office, and customer service ticketing systems.</li><li>Proven ability to de-escalate stressful situations and manage difficult customers.</li><li>Strong multitasking, organizational, and time-management skills.</li><li>High school diploma or equivalent; a degree in a relevant field is a plus.&nbsp;</li></ol><p><strong><u>Skills:</u></strong></p><ol><li>Effective communication skills with a focus on clarity, professionalism, and proper grammar.</li><li>Proficient with PC use and standard office software; familiarity with collection/accounting software is a plus.</li><li>Ability to work independently and manage multiple tasks with accuracy and attention to detail.</li><li>Basic math proficiency, including addition, subtraction, multiplication, division, and percentages.</li></ol><p><strong><u>Other Requirements:</u></strong></p><ol><li>Successful completion of a background check and drug screening is required.</li></ol><p>&nbsp;</p><p><strong><u>Preferred Qualities:</u></strong></p><ol><li>Previous experience in a medical office or hospital setting&nbsp;</li><li>Knowledge of medical terminology, revenue cycle, and medical software, i.e., EPIC &nbsp;</li><li>Familiarity with regulatory compliance in a debt collection or data-sensitive setting.</li><li>Team-oriented with a keen sense of accountability and integrity.</li></ol><p><strong><u>Work Environment:</u></strong></p><ul type=\"disc\"><li>On-site training lasting approximately 2-3 months, then working remotely via standard office setting with regular use of computers and telephones.</li><li>May involve repetitive tasks and extended periods of sitting.</li><li>Schedule: Full-time; Monday&ndash;Friday, standard business hours.</li></ul><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p></div></div></div></div></div></div>\n",
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