Telephone Recovery Agents/Quality Assurance Agents
Because THE UPTAIN GROUP works in partnership with our healthcare clients, we promote and provide extensive training in appropriate collection methods, FDCPA, HIPPA, and other state and federal regulations. This Quality Assurance program ensures that each member of the THE UPTAIN GROUP team represents our healthcare partner with the utmost levels of integrity and expertise.
Our Quality Assurance program is designed to maintain the highest level of Performance, Quality and Customer Service. All calls are digitally recorded and monitored to ensure effectiveness, compliance, and to identify training and development opportunities.
We place an emphasis on staff education that is unparalleled in the industry. All of our staff begins their career at THE UPTAIN GROUP with an extensive in-classroom training and orientation program focusing on collection techniques, client-specific systems and processes, industry compliance, and quality standards. This is followed by mandatory annual continuing education designed to maintain and advance our staff’s skills and expertise. All of these initiatives are designed to produce an UPTAIN GROUP team in which our clients have confidence and our staff are proud to excel.
Client Service Representatives
Client satisfaction is our number one priority. It is the duty of our CSR department to act proactively as the eyes and ears of our clients. They are trained to approach their responsibilities from the client perspective. “Cash is king,” but patient satisfaction is paramount. At times, it can be difficult to achieve both, but with dedication and follow through it is attainable.
Client Services responsibilities include but are not limited to the following:
- Ensuring proper procedural guidelines are being met.
- Monitoring cash collections to ensure goals are being met on a daily basis.
- Promptly responding to any client questions, requests, and to report any incidents.
- Review timeliness of placements and payment/adjustments files.
- Reconciliation of accounts and reporting of the results found therein.
- Review of the monthly invoice.
The client service team for the Uptain Group, may be reached at the following:
Uptain Group Third-Party Client Service
Phone: Option 3 for Client Service
256-665-9690 (local Huntsville)
865-293-0383 (local Knoxville)
Attn: TPC Client Service