Resident Billing Call Center Agent

COMMUNITY NAME Community Support Office JOB OVERVIEW The Resident Billing Call Center Agent is the first point of contact for residents and families who have questions about billing statements or accounts. Working remotely in a call center environment that operates seven days a week from 8 AM -11 PM Eastern, Agents answer inbound calls, provide compassionate and empathetic assistance and strive to resolve inquiries on the first call. The Call Center Agent will be expected to work directly with community leaders as needed, to resolve questions received from residents and families. In addition, during periods of low call volume, the Call Center Agent will be responsible for supporting communities with Move-In and Move-Out processing, collection and review of proper paperwork to ensure accuracy of billing data, making updates to information in the Resident Billing system (PCC), month end close activities, annual room rate increase processing, and other duties as assigned in support of community Resident Billing functions. Each Agent works a nine hour shift with an hour for lunch. The role reports to the Resident Billing Call Center Supervisor. This position will be fully remote. RESPONSIBILITIES & QUALIFICATIONS Job Overview As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job. Our foundational belief is the sacred value of human life. The unique responsibilities for this role include but are not limited to the essential functions listed as follows: Essential Functions Call handling: Answer inbound calls within established service levels (e.g., answering calls within approximately 60 seconds) and provide courteous, empathetic assistance to residents and families. Maintain a calm tone and actively listen to understand the caller’s concerns. The Call Center Agent should have the ability to utilize de-escalation techniques when needed. First call resolution: Strive to resolve inquiries during the first call whenever possible. First call resolution is a key healthcare contact center metric; Agents should gather sufficient information, research accounts and answer questions without unnecessary transfers. Account research and documentation: When necessary, work with community leaders to collect & maintain paperwork electronically, ensure paperwork is accurate and complete to comply with internal audit controls, access billing systems to review resident accounts as necessary, research and explain charges, process payment information and document call details accurately. Make updates to the billing system (PCC) as needed while ensuring all updates/changes are documented by support when necessary. Ensure that confidential information is handled securely and in compliance with privacy regulations. Escalation: When an issue cannot be resolved by the Call Center Agent, identify the Area Billing Coordinator assigned to the community and create a detailed hand off. Escalate urgent or sensitive matters to the supervisor. Metric adherence: Achieve call center performance metrics such as average hold time (keeping caller hold time to 30–60 seconds as recommended), average handle time (balancing efficiency with thoroughness), service level (e.g., 80% of calls answered within 20 seconds) and abandonment rate (ideally less than 3–5%). Note: Call Center Metric may change from time to time and metrics provided in this JD are merely examples. Knowledge base: The Resident Billing Call Center Agent serves as a Resident Billing subject matter expert (SME), therefore, it is essential to keep up to date on billing policies, resident programs and call center procedures. Coverage Assistance: As needed, monitor the Admin Dashboard for any assigned community, perform community Resident Billing activities/duties as assigned during hours of low volume calls or identified times of need. This may involve processing Move-Ins, Move-Outs, submitting resident refunds, submitting Friends & Family requests, monitoring APIM activity, collecting supporting paperwork, and having an in-depth knowledge of the billing process so that the Resident Billing Call Center Agent can serve as the Resident Billing subject matter expert (SME) and examine supporting documentation and determine if it’s sufficient for processing. Collections assistance: As needed, monitor the AR Aging and delinquent accounts, lead collection efforts on assigned delinquent accounts. Long Term Care assistance: As needed, manage and/or submit Long Term Care (LTC) submissions as needed, ensuring LTC submissions are completed timely. Quality Assurance and Safety When applicable, actively monitor the Admin Dashboard in billing system to ensure timely processing of billing activity and follow up as needed with community team members. Serve as the Resident Billing subject matter expert (SME) and main point of contact/support for billing inquiries for communities. Practice safety procedures at all times including Personal Protective Equipment (PPE), fire extinguishers, Safety Data Sheets (SDS) and Lockout Tagout. Maintain records in accordance with Sunrise document retention policies and regulatory requirements. Maintain compliance in assigned required training and all training required by state/province or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met. Perform other duties as assigned. Sunrise Senior Living operates several different brands of communities for seniors. As a result, this position’s area of responsibility may differ among the various brands, states/provinces, and country of origin. The position responsibilities are not limited to those outlined above. Core Competencies Excellent customer service orientation and active listening skills. The ability to remain patient and empathetic when explaining billing information to seniors and their families. Clear and professional telephone communication skills. Attention to detail and accuracy when entering data or documenting calls. Ability to multitask and navigate multiple software applications while talking with callers. Adaptability to fluctuating call volumes and shift schedules. Ability to assess a situation and perceive if the current circumstances may lead to negative outcomes in the future if not acted upon/remedied. Ability to work independently, take ownership of issues and see them through to resolution. Experience and Qualifications High school diploma or equivalent (associate’s degree or some college preferred). At least two years of call center or customer service experience; healthcare or senior living experience is a plus. Familiarity with basic billing and accounting concepts; willingness to learn senior living billing systems. Knowledge of Pointe Click Care is preferred. Proficiency with call center software, CRM systems and Microsoft Office. Ability to work a flexible schedule, including weekends and evenings, and to maintain high performance metrics such as average speed of answer, first call resolution and call abandonment rate. Ability to type at least 40 words per minute. Ability to communicate fluently in Spanish, Canadian French, or Chinese is a plus.