Payment Recovery Specialist

Zelis • St. Petersburg, FL

10d • Hybrid

About The Position

The Payment Recovery Specialist is responsible for identifying, researching, and resolving payment recovery issues with a primary focus on recoupment and collections from healthcare providers. This role supports recovery of outstanding amounts owed to Zelis related to payment activity, including failed ACH transactions, incorrect funding, reversals/returns, misapplied funds, and provider refund/recoupment activity. This position requires working knowledge of ACH/payment processing (including NACHA return codes), strong problem-solving and documentation skills, and the ability to conduct effective provider outreach (inbound and outbound) to drive timely resolution.

Requirements

• 1–3 years of experience in a recovery/collections function, with healthcare provider A/R or provider collections experience strongly preferred (e.g., provider refund recovery, overpayment recoupment, or related provider receivables work).
• Strong customer service and phone communication skills; comfort with persistent follow-up and collection-oriented conversations.
• Excellent organizational skills; ability to manage multiple priorities, meet deadlines, and work accurately under pressure.
• Strong written communication skills for professional provider/client outreach and internal documentation.
• Proficiency in Microsoft Office / Microsoft 365 (especially Excel and Outlook/Teams).
• Ability to learn and effectively use proprietary systems and follow detailed procedures.
• High School Diploma or equivalent required;

Nice To Haves

• Additional relevant education or equivalent experience preferred.

Responsibilities

• Drive payment recovery and provider collections outcomes by contacting healthcare providers to pursue recoupment, refunds, and unpaid balances tied to payment activity; negotiate resolution timelines and ensure commitments are documented and tracked.
• Partner with Finance and cross-functional teams to identify payment discrepancies, validate amounts owed, and ensure recovery efforts are aligned to financial controls and documentation standards.
• Maintain a disciplined work queue and follow-up cadence; prioritize outreach and recovery actions based on aging, dollar impact, and risk.
• Document all actions and outcomes in applicable systems; maintain clear audit trails for provider outreach, dispute status, and recovery results.
• Handle and facilitate disposition of escalated client/provider issues; communicate status and next steps clearly to internal and external stakeholders.
• Support team knowledge-sharing by contributing to job aids, updating FAQs, and helping newer team members with process/system questions as needed.
• Adhere to all internal policies and procedures, confidentiality standards, and applicable regulatory requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED