Insurance Customer Specialist

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Work Site Location: Onsite – 1851 S. Alverno Rd. Manitowoc, WI 54220


A Insurance Customer Specialist is responsible to be the key contact for our clients to resolve daily inquires while creating positive experiences and developing a trusting, long term relationship and to validate eligibility, check claims status and assist with the submission of medical claims to insurance carriers. Submission can include but not limited to communicating with or providing our clients with accurate insurance information to file to insurance carriers or the actual typing and filing on behalf of the medical provider. This position also acts as a liaison for our consumers to assist in the resolution regarding account balances listed by their providers.

Description of the Work Environment

Our culture at Americollect is simple: have fun, work hard, demand improvement of yourself and your teammates, and respect others. These aren’t just words at Americollect. You’ll see this in action everyday. And you’ll be rewarded for it!

We offer competitive benefits including: insurance and flexible spending accounts (FSA), paid time off after only 30 days, retirement plans, casual dress code, flexible work schedules, and more. Americollect has been named one of the best companies to work for in collections, nationwide every year since 2009!


An individual in this position must be able to successfully perform the duties and responsibilities listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

  • Verbal and written communication for the resolution of clients, consumers, and insurance companies related inbound phone calls, emails and web messages
  • Work proficiently within Americollect’s internal systems while maintaining and/or exceeding required key performance metrics (KPI’s)
  • Review, investigate, take appropriate action and complete all tasks on accounts when referred to the Client Relations Department
  • Validate and ensure all legal and compliance requirements are followed and completed
  • Act as a liaison between our clients and the consumer to resolve inquiries professionally and in a timely manner
  • Run all workers for Client Relations and assist in determining the priority of each worker
  • Create, update, and share all needed reports for the Client Relations department including weekly reporting to specified clients
  • Working with the various client systems and specialties and understanding their differences
  • Dealing with insurance disputes from consumers and understanding the process of resubmission of insurance whether that be a full understanding of insurance eligibility, timely filing, or explanation of benefits
  • Clear understanding of Federal Laws and Regulations and how to proceed with work without breaking any of these laws/regulations
  • Knowledge of different notices and when to use certain ones
  • Training of Client Relations Department/Client or Insurance processes and providing feedback to other departments within the company
  • Responsible for the assistance and completion of new client set up and on boarding
  • Responsible for the resolution of insurance related inbound phone calls received from clients, insurance companies, consumers or any ancillary parties

Preferred Qualifications

High School Diploma or Equivalent – Required

Medical Terminology preferred

Certified Revenue Cycle Specialist (CRCS) certification – preferred


  • Basic knowledge of Microsoft Office Word, Outlook, and Excel
  • Basic insurance knowledge/ terminology
  • Knowledge/ability to run macros and validate data preferred


  • Integrity: The quality of being honest, fair, and having strong moral principles when making decisions and acting on behalf of Americollect.
  • Accountability: The responsibility to complete the tasks assigned, perform the duties required for the position, and be present for assigned shifts in order to fulfill or further the goals of our organization. In addition, taking responsibility for the outcomes resulting from choices, behaviors and actions.
  • Positive Attitude: To be positive when dealing with others, to believe in yourself, and to approach challenges with optimism.
  • Adaptability: Being flexible when changes are made, being open to new ideas and concepts, working independently and part of a team, and carrying out multiple tasks and/or projects.
  • Team Oriented: The process of working collaboratively with a group of people in order to achieve a goal by utilizing individual skills, giving/receiving constructive feedback, and understanding different points of view.
  • Consumer Needs, Assessments & Solutions: To accurately identify and meet consumer expectations by being responsive and adapting to consumer needs. Demonstrate ridiculously nice service, build relationships, create loyalty and satisfaction to ensure a competitive advantage in the collection industry.

Working Environment

This is an office/call center environment with a moderate noise level. While performing the duties of this job, the employee is frequently sitting for long periods of time and typing, entering data and reading on a computer.

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