System Analyst (Collections/Accounts Receivable Call Center)

Professional Services/Consulting Vancouver, Washington United States


Description

Ontario Systems has a new and exciting position as System Analyst (Collections/Accounts Receivable Call Center) in its Implementation and Professional Services Department.

Location This position will be remote, but the Vancouver, Washington area/office is strongly preferred.

Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

This individual is responsible for supporting and maintaining systems, communication strategies, and reporting functions designed for RevQ+ customers’ letter vendors, calling campaigns, self-service tools, as well as any other enhanced communication technologies. The individual will also be responsible for maintaining strict FCC mandated service levels for outbound dials and FCC/FTC mandated laws and regulations surrounding outbound telephony including, but not limited to, strict compliance with the Telephone Consumer Protection Act (TCPA). Responsible for the implementation, oversight, and day to day operations of RevQ solutions environment. Consulting on and implementing various strategies using guidelines established by RevQ+ operations leadership. Creating and edit workflows and queuing structure/strategies as well as other tasks requested by Operations Leadership.

What You’ll Do

  • Implement, manage, and maintain daily operation of campaigns, and other systems as required while maintaining a broad range of hours of operations.
  • Maintain strict compliance with FCC and FDCPA mandated service levels on outbound dialing campaigns by monitoring and tracking data on an active real time, daily, weekly, monthly, and yearly basis.
  • Build and maintain all daily campaigns based on business rules & strategic contact attributes and load into the dialing system and other communication tools.
  • Build, model and maintain and follow extraction strategies and selection lists based on projected inquiry volumes, projected service level, and automation.
  • Responsible for building and operating dialing campaigns to appropriately contact delinquent accounts broken out accordingly by the collection’s strategy.
  • Create, maintain, and analyze reports on an intra-day/hourly, daily, weekly, monthly, and yearly basis to monitor performance of strategies, agents, lists, campaigns and health of system performance and uptime
  • Monitor key performance indicators in real time to access performance of associated systems, and campaigns
  • Monitor all campaign activity to maximize utilization of productivity.
  • Report on and communicate daily campaign strategy
  • Proactively communicate and engage with support resources both internally and with vendor as required
  • Proactively look for more streamlined processes in processes.
  • Maintain history and event logs of system changes, system outages, upgrades, or other significant factors that impacted production or availability.
  • Maintain history database of all outbound communications and associated data points to be made available upon request for time sensitive for reports and requests.
  • Maintain a positive and professional demeanor towards all internal and external customers

What You’ll Need
  • Bachelor’s Degree preferred
  • At least one year of experience in a call-center environment
  • Billing or coding experience
  • Experience with utilizing database systems (Microsoft SQL Server preferred)
  • Experience in automating manual tasks
  • Advanced level experience with CRM solutions and communication tools
  • Advanced level experience with predictive dialer systems
  • Advanced level experience with ad-hoc reporting solutions
  • Understanding of database-design principles, data structures and optimizations
  • Excellent written and oral communication skills
  • Proven ability to take ownership of an issue and be accountable for escalating, following-up, and sending out updates in a timely fashion

Benefits

We believe our values and You-Powered Culture set us apart. We take them very seriously and they’re at the core of everything we do. Beyond our values, we have some other great perks:
  • Best Places to Work award-winning organization since 2015
  • Career growth and mentorship opportunities
  • You-Powered Culture – We’ll support you in getting what you need, from your first contact during your hiring process throughout your career at Ontario Systems
  • Flexible work environment
  • Competitive pay and 401(k)
  • Health insurance with wellness discounts, medical, dental and vision care
  • Well-deserved time off with Paid Time Off program, personal holiday, plus 8 paid holidays
  • Paid Volunteer Time Off Program – make a difference in your community
  • 24/7 onsite fitness center
  • Education assistance program

About Ontario Systems A leading provider of enterprise revenue cycle management software, Ontario Systems has been helping its clients accelerate cash and recover revenue efficiently for 40 years. Serving the healthcare, accounts receivable management, and government markets, we work with our customers to understand their challenges and make progressive receivables strategies possible to execute. Whether working for themselves or on behalf of others, our customers use our products to automate their recovery operations, generating more revenue at reduced costs, providing enhanced service to their patients and clients, and fueling community missions across the country. Ontario Systems’ customers include 5 of the 15 largest hospital networks who actively manage over $40 billion in receivables collectively, as well as 8 of the 10 largest ARM companies, and more than a hundred federal, state, and municipal government clients in the U.S. Ontario Systems is headquartered in Muncie, Ind., and has locations in Boston, Mass., Vancouver, Wash., Albuquerque, NM, and employees all over the country.

Equal Employment Opportunity & Affirmative Action Policy Ontario Systems, LLC does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.