Document Request Agent – Collections

About the role

The Document Request Agent supports the collections process by ensuring that all required patient documents are accurately prepared and delivered to the appropriate payers and vendors in a timely manner. This position works closely with internal teams and external collection agencies to maintain compliance and high service standards.

Key responsibilities

• Review patient accounts for accuracy before forwarding to outside collection vendors.
• Receive and process account change requests, updating insurance plans and balances as needed.
• Research and respond to vendor inquiries and manage correspondence in the CWF system.
• Authorize affidavits related to patient billing and reconcile vendor inventories with SSC systems.
• Assist with Medicaid eligibility vendor reconciliation and manage vendor onboarding and termination.
• Handle calls, emails, eRequests, and other communications from collection agencies.
• Support vendor transitions, including Medicaid eligibility and primary/secondary agencies.
• Adhere to the organization’s Code of Conduct and mission statements.
• Perform other duties as assigned.

Required profile

• Bilingual English‑Spanish proficiency (oral and written) at B2+ level.
• High school diploma or in progress toward completion.
• 6 months to 1 year experience in customer service or back‑office roles.
• Ability to adjust schedule for Eastern Time Zone daylight‑saving changes.
• Strong interest in helping customers and delivering high satisfaction.
• Polite, tactful, and friendly demeanor; healthcare experience is a plus.

Required skills

What we offer

• Opportunity to work within a dynamic healthcare collections environment.
• Professional development and exposure to vendor management processes.