Insurance Collections Specialist - Bill Howe Plumbing

Bill Howe started AM/PM Sewer & Drain Cleaning in 1980. The company began out of Bill Howe's studio apartment in Pacific Beach, with one goal in mind - give San Diego residents a plumbing company they can trust and continuously build a repeat customer base. By 1983, Tina Howe joined the ranks of Bill Howe as the very first customer care representative. Together Bill and Tina laid the groundwork for the 200+ employees that call Bill Howe home. Today, the Bill Howe Family of Companies has evolved into San Diego's most prominent home services company with an 80% repeat and referral customer base. We offer quality plumbing, heating and air, and flood and restoration services alongside legendary customer service. We Know Howe!

Vision Statement: Be the leader in the Home Services industry in Southern California. Customers call because Bill Howe is 100% trustworthy and the best at providing legendary customer care. Employees experience lasting careers. Positively impact the local communities we serve and put people before profits

Mission Statement: We stand behind our reputation and guarantees, providing a Bill Howe customer experience that is reliable, positive, and top tier. We are ethical and fair with every customer and work to make things right if something goes wrong. We offer peace of mind to San Diego, knowing that we are available for all of its plumbing, heating & air, and flood & restoration needs 24/7/365.

Workplace Values

The Accounts Receivable Manager will be expected to operate in line with our workplace core values which are:

The Bill H.O.W.E Way

Heart: Fiercely committed to the needs of our employees, communities, and customers

Opportunity: Focused on building career paths, promoting from within, and offering competitive training and educational opportunities

World-Class: The BEST at what we do

Ethical: Transparent, fair, and ethical

Job Summary

The Insurance Collections Specialist is responsible for managing the collection of outstanding insurance claims, premiums, and related payments. This position requires a detail-oriented individual with a strong understanding of insurance policies, billing procedures, and customer service. The ideal candidate will possess excellent communication skills, a professional demeanor, and the ability to resolve complex payment issues efficiently while maintaining strong relationships with clients, insurance carriers, and other stakeholders. The Collections Specialist will also collect on projects where the claim was denied or the client is paying out of pocket.

Essential Duties and Responsibilities

• Claims & Premium Collection:
  • Follow up on outstanding insurance claims, premiums, and balances for both individual and business accounts.
  • Contact clients, policyholders, and insurance providers to ensure timely collection of overdue payments.
• Account Review & Analysis:
  • Review client accounts and insurance policies to identify discrepancies and resolve payment issues.
  • Investigate and verify billing issues related to claims, premiums, and other insurance-related payments.
• Billing Communication:
  • Communicate directly with policyholders and insurance companies to clarify and resolve discrepancies or unpaid balances.
  • Provide detailed explanations of bills, coverage details, and payment terms to clients.
• Documentation & Reporting:
  • Accurately document all communications, actions, and decisions regarding the collection process.
  • Maintain up-to-date records of accounts, payments, and outstanding balances in the system.
  • Prepare and submit regular reports on collections status, aged accounts, and progress on delinquent balances.
• Dispute Resolution:
  • Handle and resolve disputes related to insurance claims, premiums, and payments, working closely with internal teams or external insurers as necessary.
  • Negotiate payment plans or settlement options with policyholders who are experiencing financial difficulties.
• Compliance & Regulations:
  • Ensure that all collection activities comply with applicable laws, insurance regulations, and company policies.
  • Stay informed about industry changes, policies, and insurance billing procedures.
• Customer Service:
  • Provide excellent customer service by addressing client inquiries and concerns in a timely and professional manner.
  • Work to maintain positive relationships with clients, policyholders, and insurance companies while effectively managing collections.

Preferred Qualifications

Education:

• High school diploma or equivalent required. A degree in business, finance, or a related field is preferred.

Experience:

• Minimum of 1 years of experience in insurance collections, accounts receivable, or a related role.
• Previous experience working with insurance policies, claims processing, or insurance billing preferred.

Skills & Abilities:

• Strong understanding of insurance terminology, policies, and billing procedures.
• Excellent communication skills, both written and verbal, with the ability to handle difficult conversations professionally.
• Strong negotiation and problem-solving skills to manage payment arrangements and resolve disputes.
• Proficiency in Microsoft Office (Excel, Word) and experience with insurance billing or accounts receivable software.
• Knowledge of healthcare, auto, or property insurance claims.
• Certification in credit and collections (e.g., Credit and Collections Professional certification).

Basis of Evaluation

Basis of Evaluation

• Accuracy
• Decrease in overdue accounts
• Overall improvement of processes for the department
• Departmental KPI's