Hybrid Billing Specialist (FT)- Membership Service at YMCA of Memphis & The Mid

Description

POSITION SUMMARY: 

Under the general supervision of the Director of Operations, Business Services, the Billing Specialist supports centralized billing operations for all YMCA memberships, which includes corporate memberships. This position plays a critical role in ensuring the accuracy, timeliness, and professionalism of billing processes, record-keeping, and customer service related to account management.

QUALIFICATIONS: 

1. Associates Degree (or higher) is preferred. Comparable experience may be considered. 

2. Three or more years of directly related experience, training, and/or education in billing, accounting, or related field. 

3. Computer experience including web-based software, assisting in system builds and

improvements, Microsoft Excel and Word, and billing platforms required. Knowledge of

web-based software used by the YMCA of Memphis & the Mid-South (Salesforce, Traction and

Google Suite) is preferred. 

4. Strong written and verbal communication skills. 

5. Excellent organizational skills and the ability to multi-task and execute multiple functions. 6. Ability to handle and speak professionally and tactfully regarding sensitive financial conversations, while managing irate or disgruntled parents/customers. 

7. Must be able to exercise good judgement, problem solving, conflict resolution and work independently. 

ESSENTIAL FUNCTIONS: 

1. Performs billing-related responsibilities with minimal supervision, including but not limited to:

• Reviewing and verifying subsidy documentation to determine applicable amounts.
  
  
• Establishing and maintaining accurate corporate membership and center membership accounts.
  
  
• Maintaining precise payment records and supporting documentation.
  
  
• Processing returned checks and insufficient funds transactions.
  
  
• Making adjustments, write-offs, and corrections to account records as necessary.
  
  
• Submitting and reporting attendance, payroll deductions forms and/or invoices to third-party funders.

2. Makes decisions independently on the course of action for delinquent accounts. 

3. Effectively presents and responds to questions from corporate partners, staff and the general public. Provides excellent customer service for all matters concerning the billing and collections of fees related to all childcare/membership programs. 

4. Identify and resolve problems relating to membership billing and resolve complaints

in a professional and courteous manner, communicating with the Director of Business services if/when needed. 

5. Stay current and help implement all Corporate and member memberships related business and program information. 

6. Assists corporate partners and the general public with registration/membership activation  information and questions,

providing secondary support to the customer support center as needed.

7. Responsible for billing external vendors and partners as it relates to membership

participants, including but not limited to: activation of memberships, research and relationship with third party corporations, vendors and centers. 

8. Responsible for reviewing, coding and posting payments for invoices and statements. 

9. Maintains regular communication with the Membership Leadership Team regarding

special needs, considerations, or problems that may occur. 

10.Attends and participates in assigned staff meetings and special events to provide a

collaborative and cohesive approach to the YMCA’s vision and mission. 

11.Supports customer support team/branches in billing/policy related tasks such as

membership operational procedures and or other procedures as needed. Will collect

Third Party Membership Leads and reports those to the Director of Business Services, membership leadership/branch. 

12.Assume other duties and responsibilities as assigned by and agreed to by their supervisor to

meet the changing needs of the billing team and customer support.  

13.Independently determines next steps for delinquent accounts and executes follow-up actions.

14.Serves as a primary contact for billing inquiries from corporate partners, vendors and internal staff, ensuring exceptional customer service is provided.

15.Investigates and resolves billing discrepancies and complaints in a timely and courteous manner, escalating issues to leadership when appropriate.

16.Stays informed of all programmatic and policy changes affecting billing and implements updates as required.

17.Supports third party corporate, vendors and the general public with registration inquiries, serving as backup to the Childcare billing, Customer Support Center and assisting with calls as needed.

18.Manages billing to external funders, partner organizations including billing invoices, collections, write-off’s.

19.Reviews, codes, and posts payments related to invoices and account statements.

20.Maintains regular communication with membership leadership to address concerns and ensure alignment.

21.Actively participates in staff meetings and organizational events to support team collaboration and YMCA initiatives.

22.Provides ongoing support to branches and customer service teams on billing procedures and policies. Collects and reports relevant leads to appropriate departments.

23.Performs other duties as assigned, adapting to the evolving needs of the billing department and customer support services.

YMCA LEADERSHIP COMPETENCIES: 

Mission Advancement: Reinforces the Y’s values within the organization and the community. Effectively communicates the benefits and impact of the Y’s efforts for all stakeholders. 

Collaboration: Builds and nurtures strategic relationships to enhance support for the Y. Serves as a community leader building collaborations based on trust and credibility to advance the Y’s mission and goals. Communicates for influence to attain buy-in and support of goals. Provides tools and resources for the development of others. 

Operational Effectiveness: Integrates multiple thinking processes to make decisions. Involves staff at all levels in the development of programs and activities. Ensures execution of plans. Institutes sound accounting procedures and financial controls. Assigns clear accountability and ensures continuous improvement. 

Personal Growth: Fosters a learning environment embracing diverse abilities and approaches. Creates a sense of urgency and positive tension to support change. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology. 

Behavioral Characteristics: Welcoming, Nurturing, Determined, Hopeful, and Genuine. 

WORK ENVIRONMENT AND PHYSICAL DEMANDS: 

• Regular movement including sitting, standing, walking, kneeling, and stooping.
  
  
• Extended periods of sitting and computer use required.
  
  
• Frequent use of phone and keyboard.
  
  
• Ability to lift up to 25 pounds.