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 payers or external vendors in a timely manner. This position works closely with internal teams and external agencies to maintain compliance and smooth workflow.

Key responsibilities

• Review patient accounts for accuracy before forwarding to outside collection vendors.
• Process account change requests, update insurance plans, balances, and other required information.
• Research and respond to vendor inquiries and manage correspondence in the CWF system.
• Authorize affidavits related to patient billing when applicable.
• Reconcile vendor inventories with SSC systems, complete monthly recons, and update I‑Plans or placements.
• Assist with Medicaid Eligibility vendor reconciliation and support vendor transitions.
• Handle all communications (calls, emails, eRequests) from collection agencies and respond to research, contractual, audit, and arrangement requests.
• Adhere to the organization’s Code of Conduct, Mission and Value Statement.

Required profile

• High school diploma (or in progress) with at least 6 months to 1 year of customer service or back‑office experience.
• Fluent oral and written English and Spanish (B2+ level, 85% proficiency or higher).
• Ability to adjust schedule for Eastern Time Zone daylight‑saving changes.
• Strong interest in helping customers and delivering high‑quality service.
• Polite, tactful, friendly demeanor with good presentation skills.

Required skills