Job Description

Provides excellent customer service to all Children’s Healthcare of Atlanta customers. Coordinates and performs all customer service activities, accepting supervisory responsibility when necessary.

Functions as a working supervisor / team leader. Works in partnership with other members of the team to provide quality service to proactively support efforts that ensure delivery of safe patient care and services and promote a safe environment at Children’s Healthcare of Atlanta.

Experience

• 3 years of experience in the healthcare industry
• 1 year of experience in automatic call distribution / call center environment

Preferred Qualifications

• Some college
• 1 year of experience in supervision
• 2 years of experience in insurance billing and / or collections with a general knowledge of hospital business office functions
• Knowledge of key Children's Healthcare of Atlanta patient accounting applications, e.g., EPIC Resolute, Dentrix Dental, Clearinghouse, or comparable system

Education

Associate's degree in healthcare-related field or equivalent experience.

Certification Summary

No professional certifications required

Knowledge, Skills, and Abilities

• Excellent customer service skills, including complaint resolution and de-escalation of irate customers
• Extensive knowledge of various types of business office functions, including insurance plans and hospital / professional claims types
• Working knowledge of Health Insurance Portability and Accountability Act privacy requirements
• Must have demonstrated excellent oral and written communication skills
• Must be proficient in using computers with a high degree of accuracy

Job Responsibilities

• Acts as first-level escalation point for team by answering inbound calls and customer complaints calls passed on by Customer Service Representatives to ensure resolution.
• Acts as liaison to all other Patient Financial Services departments to resolve customer complaints.
• Functions as supervisor when manager is unavailable.
• Assists manager with staffing issues and coordinates and performs the activities of the Customer Service Representative.
• Trains all new Customer Service Representatives and trains / supports all staff regarding the use of software and proper customer service procedures.
• Monitors performance of the area to ensure compliance with established policies and procedures.
• Runs reports as needed to track performance.
• Participates actively in meetings / process improvement initiatives to support goal of the Customer Service department.
• Coordinates completion of all patient and insurance correspondence.
• Assist Supervisor and / or Manager with development of staff by : being available to teammates, acting as a resource to help complete complicated / complex tasks, providing on the job training to team, and seeking out opportunities to become actively involved in staff workflow and development.
• Provide Supervisor and / or Manager feedback on staff performance, educational needs, and workflow status.

Last updated : 2024-04-29