Offer summary

Qualifications:

GED or High School Diploma required, with preference for higher education., Training in healthcare collections and customer service is essential., Minimum of 2 years' experience in a hospital or healthcare office environment is required., Experience in healthcare account management with customer service is necessary. .

Key responsibilities:

Ensure coverage for inbound and outbound calls and manage cash collections.

Provide guidance and training to staff on account management and customer service.

Complete daily, weekly, and monthly productivity reporting for leadership.

Maintain compliance with HIPAA regulations and manage sensitive patient information.

Job description

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

JOB SUMMARY

A Brief Overview

Functions under the direction of the Manager Customer Service and Collections. Responsible to ensure and schedule coverage for outbound and inbound calls, cash collection and/or final disposition of patient account balances due from patients and/or other responsible parties, optimizing cash flow, while demonstrating excellent customer service skills. Review and provides leadership with daily/weekly/monthly productivity reporting. Review, update, write and implement policies, procedures, and job aids. Providing direction to ensure timeframes are met for customer call resolution, ensure daily processes and reports are completed in a timely manner. Coordinates staff training and quality assurance. Completes and maintains policies and procedures. Completes and provides weekly/monthly productivity and departmental reports to leadership. Management skills are required in the daily operations of assigned area and in the supervision of subordinate staff. It is imperative to maintain a good working relationship with management, staff, and external contacts such as insurance representatives. The Supervisor Customer Service and Collections position requires the use of independent judgement and decision making; as well as strong analytical, problem solving, and leadership skills. External contacts include all levels of staff and management. External contacts include insurance companies, state and federal agencies, outside accounting firms and auditors; resolving problems and issues, and discussing sensitive and confidential information.

What you will do

Primary Responsibilities
Provides guidance, training, and escalation support for staff who are responsible for account management, customer service, cash collection and/or final resolution of balances after they become “self-pay” account balances 20%
Handles escalated calls as a first line of response. Assists manager as needed 20%
Special Projects
- Assists with special projects as assigned
- Acts as departmental trainer as needed
- Completes Quality Assurance
- Updates/writes/implements policies/procedures/job aids 20%
Completes and provides daily/weekly/monthly reporting
Provides high quality service excellence in accomplishing goals and objectives
- Demonstrates efficiency in customer service, customer satisfaction and service recovery situations
- Demonstrates professional and congenial relationships with both inside (inter-departmental and associated departmental) and outside or external (patients, physician office colleagues, third party payers, etc.) customers
- Avoids “defensive” behaviors; listens well and responds in a positive, reassuring manner to achieve desired results 20%

Respects and maintains the privacy of patients “protected health information.” Demonstrates and maintains 100% compliance with HIPAA regulations and guidelines. Participates in educational updates relative to HIPAA. 20%

Qualifications

GED General Required/High School Diploma General Preferred

Training in healthcare collections, Customer Service AND Collection experience Required
Minimum 2 years' experience in a hospital, physician’s office or related healthcare office environmental Required
Minimum 2 years or more years in healthcare account management with customer service experience necessary Required

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.

Join us and discover the support to do more meaningful work—and enjoy a more rewarding life. Connect with the most integrated health system in Georgia, and start a future that gives you more.

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