$17.41 - $26.88 hourly Summary Working under the supervision of the Customer Service Manager, the Customer Service Delivery Coordinator will support their team as a resource in revenue management knowledge, with a focus on self-pay billing. The Customer Service Delivery Coordinators are responsible for identifying, researching, and resolving sensitive and complicated customer questions and issues which have been escalated by our internal and external stakeholders. These include, but are not limited to: bankruptcy encounters, Patient Relations/Risk questions, questions from CHMG practices and hospital departments, escalated calls and internal reviews from our vendors, insurance management, legal and bad debt requests and follow up, recall reports, recon reports, settlement requests, special programs, and uncollected encounters. In addition, the individual in this role will participate in cost of care estimates as required by Price Transparency regulations. and Good Faith Estimates as part of the No Surprises Act. The Customer Service Delivery Coordinator demonstrates proficiency with complex regulatory and managed care mandates, third party contract requirements, multiple software and electronic systems and/or processes as well as detailed departmental policies and procedures in order to effectively carry out the revenue management functions of the organization. Education Two years of formal training or education beyond the high school level or two years of related experience and/or training; or equivalent combination of education and experience. Bachelor's Degree is preferred. Certification, Registration, and Licensure None required. CRCR preferred but not required. Experience The successful candidate should possess healthcare experience, preferably in the hospital or medical office setting. Proven mastery of all aspects of the revenue cycle, including: scheduling, registration, financial counseling, charge capture, claim submission, insurance management, claim follow up, transaction posting, reimbursement, customer service, collections, and bad debt management. Must be familiar with medical terminology, medical records, and have some knowledge of healthcare coding systems, including ICD-10, CPT, and HCPCS. Must demonstrate a commitment to providing excellent customer service, the ability to maintain composure in fast-paced and stressful situations, a pleasant and positive attitude, and neat appearance. Must have excellent communication, telephone, and computer skills. Must be able to successfully manage multiple priorities and deadlines. Must be self-motivated with the ability to succeed in an autonomous position. Must have a basic knowledge of state, federal, and third-party billing/registration regulations and requirements with the ability to keep current on regulatory updates. Must have the knowledge and confidence to handle complex patient billing questions and issues. Responsibilities Identifies, researches, and resolves sensitive and complicated customer questions and issues that have been escalated by our internal and external stakeholders. Ensures our pre-collection, collection, and legal vendors provide high quality customer service. Works all Cerner queue assignments, including, but not limited to: Coding Updates, Customer Service follow up, Customer Service Review, Insurance Modification, Prepaid, and Self Pay Late Charge. Ensures daily Customer Service phone coverage. Commits to continual learning and professional development. Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. Know Your Rights: Workplace Discrimination is Illegal Applicants to and employees of this company are protected under federal law from discrimination on several bases. Follow the link above to find out more. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, you may contact Human Resources at 603-230-7269. Physical and Environment Work Requirements The physical demands and characteristics of the work environment described here are representative of those that will be encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Dictionary of Occupational Titles Material Handling Classification is SEDENTARY. The employee must regularly lift, carry or push/pull less than 10 pounds, frequently lift, carry or push/pull less than 10 pounds, and occasionally lift, carry or push/pull up to 10 pounds. While performing the duties of this job, the employee is regularly required to do repetitive motion, hear, and sit. The employee is frequently required to do fine motor, reach, an speak. Specific vision abilities required by this job include far vision, and near vision. The employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate. Concord Hospital (CH) is a nationally-accredited, progressive regional health system. Over the past two decades, CH has evolved from a community hospital to a $550 million net revenue regional integrated health system with more than 3,574 employees, leaders and clinicians who are talented, mutually supportive, and community centered in helping the organization meet its community mission. CH has sophisticated clinical and management practices. The organization consistently performs among the top ten percent of national organizations and has received many national accolades (e.g., most wired, Press Ganey's summit award). After a four-year effort to strengthen and standardize our quality management processes, Concord Hospital has become the first healthcare system in New Hampshire to be certified as being in compliance with internationally recognized quality management practices ISO 9001:2008 certification, issued by DNV GL. ISO certification means that patients can be confident CH has implemented and strengthened processes for internal auditing, control of documents, control of records, control of non conforming products, and preventative and corrective action. Learn more about working at Concord Hospital Culture and Values Career Development Benefits Life Here