Job Category:

Revenue Cycle

Work Shift/Schedule:

8 Hr Morning - Afternoon

Northeast Georgia Health System is rooted in a foundation of improving the health of our communities.

About the Role:

Job Summary

This position is responsible for assisting the Patient Contact Center Supervisors and Manager in managing the day-to-day operation of the Patient Contact Center. Assists in monitoring call volumes to ensure achievement of service standards, including taking calls during high volume periods. Responsible for specialty accounts to include: high balance accounts, payroll deduction and long-term payment plan processing, deceased and estate accounts, bad address/held statement review, bankruptcy processing, and client (non-patient) billing and collections. Provides staff with support, answering questions and ensuring the team consistently provides accurate information and exceptional customer service. Responds as needed to escalated calls and serves as department liaison for systemwide Patient Complaint Management System. Assists with monitors daily, weekly, monthly Patient Contact Center reports to achieve goals and service standards. Assists with monitoring the team’s customer service skills, working with the Patient Contact Center leadership in identifying areas that require further development/training. 

Minimum Job Qualifications

• Licensure or other certifications: CPAR Certification

• Educational Requirements: High School Diploma

• Minimum Experience: Five (5) years minimum collection, hospital or business office experience

• Other:

Preferred Job Qualifications

• Preferred Licensure or other certifications:

• Preferred Educational Requirements: Two (2) years of college or Business School

• Preferred Experience:

• Other:

Job Specific and Unique Knowledge, Skills and Abilities

• Working knowledge of the Revenue Cycle processes and goals

• Personal computer proficiency to include all Microsoft Office programs and Revenue Cycle systems necessary to perform job duties, including proper documentation

• Excellent problem-solving skills with attention to details

• Excellent customer service skills

• Excellent verbal and written communication skills

• Ability to work independently within guidelines

• Can adapt to change quickly in a fast-paced demanding environment.

• Maintains thorough understanding of the Patient Complaint Management System

• Working knowledge of automated dialer systems

• Ability to prioritize, organize, and coordinate daily workload

• Ability to serve as a resource for all Revenue Cycle personnel from pre-services through collections

Essential Tasks and Responsibilities

• Be in good standing with all Facility policies including those related to attendance, positive attitude and staff development. Follow all department guidelines, policies and procedures.

• Attends all Weekly/Monthly/Quarterly/Annual SPRC and Team Meetings (Unless has an excused absence).

• Be a positive role model to all staff members, physicians, patients and visitors.

• Assist with onboarding, training and support new team members.

• Assist with ensuring Patient Contact Center is compliant with all standards, guidelines and policies.

• Work with PCC Supervisors and Manager to ensure monthly key contact center performance goals for quality, productivity and key performance metrics are met.

• Provide feedback to PCC Supervisors and Manager to assist with monitoring and evaluating staff monthly performance including call monitoring, and attendance and coach staff members to improve performance.

• Report, analyze and resolve system, customer and operational issues that impact service quality.  Strive to provide all customers with outstanding customer experience.

• Collect, analyze and summarize data and track trends from various performance and audit reports.

• Ensure that customers' questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation to PCC Leadership and to other departments outside SPRC. Review and resolve complaints logged on SPRC complaint tool received by PCC staff and referred to PCC using NGHS complaint tool.

• Review specialty accounts for resolution and trending. H