Collections Agent (Non-US)

About the Role Better Health is looking for a Collections Agent to join our Revenue Cycle team. This role is responsible for contacting members regarding outstanding balances, inactive accounts, and equipment that has not been returned. The ideal candidate is comfortable speaking with members by phone, handling payment conversations professionally, documenting every interaction accurately, and following established collection and return processes. This position requires a strong attention to detail, persistence, and the ability to balance member service with revenue recovery.

Key Responsibilities

Collections & Account Resolution

• Contact members with 61+ day outstanding balances to resolve past-due accounts.

• Work assigned accounts and follow the established collections workflow.

• Contact members with inactive VR accounts, including members who have been inactive for 90+ days.

• Follow up on Never Started / Need Return accounts and determine the appropriate next step.

• Collect outstanding balances and process payments according to company procedures.

• Explain balances, payment expectations, and available resolution options clearly and professionally.

• Escalate accounts when additional review or assistance is required.

Equipment Returns

• Contact members regarding equipment that needs to be returned.

• Explain return requirements and assist members through the return process.

• Coordinate return-label requests when needed.

• Follow up on equipment that has not been returned.

• Apply the appropriate non-return charge when required under company policy.

Documentation & Account Management

• Accurately document every member interaction in the appropriate system.

• Record call outcomes, payment information, return status, and next steps.

• Maintain accurate account notes so other team members can easily understand the status of an account.

• Update account statuses and tracking information as required.

• Follow up on accounts according to assigned timelines.

Member Communication

• Make outbound calls to members regarding balances, payments, inactive services, and equipment returns.

• Handle difficult or sensitive conversations professionally and empathetically.

• Answer member questions and explain next steps clearly.

• Maintain a professional and helpful tone while working toward resolution.

Qualifications

• Previous experience in collections, customer service, healthcare, billing, or a similar role preferred.

• Comfortable making a high volume of outbound calls.

• Strong verbal and written communication skills.

• Excellent attention to detail and documentation skills.

• Comfortable discussing balances and requesting payment from members.

• Able to handle difficult conversations professionally.

• Strong follow-through and ability to manage multiple systems