Collections Officer – Home Care Services
The Collections Officer is responsible for managing and collecting outstanding payments from clients and third-party payers related to home care services. The role ensures timely follow-up of invoices, maintains accurate records, and supports the financial health of the organisation while maintaining respectful communication with clients and their families.
Key Responsibilities
Accounts Receivable & Collections
* Monitor and manage outstanding invoices for home care services.
* Follow up on overdue accounts via phone, email, and written communication.
* Maintain accurate records of collection activities in the accounting system.
* Reconcile client accounts and investigate discrepancies.
Client & Stakeholder Communication
* Communicate professionally with clients, family members, and authorised representatives regarding outstanding balances.
* Work closely with care coordinators and administration staff to resolve billing issues.
* Provide clear explanations of invoices, service charges, and payment options.
Payment Processing
* Record and allocate incoming payments accurately.
* Set up and manage payment plans where appropriate.
* Process refunds or adjustments as approved.
Compliance & Reporting
* Ensure collections activities comply with company policies and relevant regulations.
* Prepare reports on aged receivables and collection performance.
* Escalate high-risk or long-overdue accounts to management.
Key Skills & Qualifications
* Previous experience in accounts receivable, collections, or billing.
* Experience in healthcare, aged care, or home care services is highly desirable.
* Strong communication and negotiation skills.
* Good problem-solving and attention to detail.
* Ability to handle sensitive conversations with empathy and professionalism.
* Proficiency in accounting software and Microsoft Excel.
Key Competencies
* Customer service orientation
* Time management and organisation
* Accuracy and attention to detail
* Confidentiality and professionalism
* Ability to work independently and as part of a team
Working Conditions
* Office-based role with regular interaction with clients and staff.
* May require handling sensitive financial discussions with elderly clients and their families.
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