Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Richard Jenkins

Spring Hope,NC

Summary

Adept at enhancing team performance and customer satisfaction, by leveraging training and mentoring at Savista RCM we easily boosted productivity and compliance. Skilled in conflict resolution and KPI management, proactively focused strategies led to significant improvements in efficiency and client relations, embodying a goal-oriented approach with a focus on continuous improvement and client satisfaction throughout the entire revenue cycle management process.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Supervisor Third-Party Liability

Savista RCM
01.2023 - Current
  • Oversaw daily operations of a department with over 20 agents, ensuring smooth workflow and timely completion of tasks.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Improved team productivity through ongoing coaching, training, and performance evaluations.
  • Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
  • Audit and monitor collections agents calls to implement direct actions to align with Key Performance Indicators.
  • Prepared and delivered performance reviews with collections agents to support continuous improvement of department.
  • Developed a comprehensive understanding of state-specific regulations governing insurance collections, ensuring compliance with legal requirements in all interactions with clients.
  • Negotiated settlements of disputes and litigation.

Customer Service Representative Team Lead

Savista RCM
06.2018 - 01.2023
  • Provided ongoing support to team of over 10 agents through mentoring, coaching, and skill development sessions.
  • Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced company reputation through excellent customer service and professional demeanor.

Retail Collections Supervisor

Professional Recovery Consultants
11.2016 - 06.2018
  • Enhanced collections efficiency by implementing and monitoring strategic collections plans for over 30 agents.
  • Streamlined department operations by optimizing workflows, policies, and procedures.
  • Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
  • Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Mentored junior staff members on best practices in debt collection techniques and procedures.
  • Reduced delinquency rates with proactive account management and timely followups.
  • Increased recovery rates for difficult accounts by utilizing effective negotiation skills.

Retail Collections Team Lead

Professional Recovery Consultants
06.2015 - 11.2016
  • Created individualized development plans for 15 team members, resulting in enhanced skill sets and increased employee satisfaction.
  • Closely monitored team performance metrics regularly for improvements or corrective measures necessary.
  • Enhanced team performance by providing ongoing training and support to Collections Specialists.
  • Served as a subject matter expert on collections matters within the organization, offering guidance to colleagues as needed.
  • Maintained compliance with federal and state regulations governing debt collection activities, protecting the company from potential legal issues.
  • Reduced bad debt write-offs by monitoring high-risk accounts and taking timely corrective actions.
  • Established a positive work environment for Collections Team members, fostering a culture of collaboration and continuous improvement.
  • Managed a portfolio of delinquent accounts, resulting in successful recovery of outstanding balances while preserving customer relationships.

Retail Collections Service Representative

Professional Recovery Consultants
08.2007 - 06.2015
  • Collaborated on collection and dispute resolution issues.
  • Led entire collections department 6 years in a row for total collections, earning collector of the month over 40 times and collector of the year 5 of those 6 years.
  • Monitored accounts receivable aging and worked with various areas to address business needs.
  • Reconciled debtor accounts regularly by verifying payments made against outstanding balances as well as resolving discrepancies when necessary.
  • Leveraged strong negotiation skills to secure favorable settlements from debtors while maintaining professional relationships throughout the process.
  • Improved debtor repayment rates by negotiating payment plans and settlements effectively.
  • Conducted thorough research to locate hard-to-find debtors for successful collections.
  • Enhanced customer satisfaction by providing empathetic support, understanding their financial situations, and offering tailored solutions.

Education

Associate of Arts - Criminal Justice

Pitt Community College
Winterville, NC

High School Diploma -

Southern Nash Senior High
Bailey, NC

Skills

  • Training/auditing/mentoring

  • Key Performance Indicator (KPI's)

  • Staff management

  • Customer service

  • Goal oriented

  • Employee motivation

  • Team building

  • Conflict resolution

  • FDCPA/TCPA/CFPB/HIPAA

  • Process Improvement

Accomplishments

  • Achieved company record setting months at 100% team QA compliance through effectively helping with audits and training.
  • Collaborated a 10% increase in team monthly collections by introducing a simple excel spreadsheet for tracking and monitoring into our representatives daily process for backend collection tasks.
  • Fostered the lowest company compliance/violations/lawsuits via constant monitoring and proactive training in adherence to HIPAA/FDCPA/TCPA.
  • Improved individual monthly collections by focusing representatives negotiations on auto-draft collection negotiations via my Lean Six Sigma belt project.

Certification

  • EPIC System Superuser - Lane Regional
  • Credit & Collection Compliance Professional - ACA International
  • Professional Collections Specialist - ACA International
  • Trainer Specialist - ACA International
  • Professional Collection Manager - ACA International


Languages

English
Native or Bilingual

Timeline

Supervisor Third-Party Liability

Savista RCM
01.2023 - Current

Customer Service Representative Team Lead

Savista RCM
06.2018 - 01.2023

Retail Collections Supervisor

Professional Recovery Consultants
11.2016 - 06.2018

Retail Collections Team Lead

Professional Recovery Consultants
06.2015 - 11.2016

Retail Collections Service Representative

Professional Recovery Consultants
08.2007 - 06.2015

Associate of Arts - Criminal Justice

Pitt Community College

High School Diploma -

Southern Nash Senior High

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Richard Jenkins