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.
Work Shift
Day (United States of America)
Job Summary:
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.
Core Responsibilities and Essential Functions:
Primary Responsibilties
* 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. Handles escalated calls as a first line of response. Assists manager as needed. Special Projects
* Completes and provides daily/weekly/monthly reporting
* Assists with special projects as assigned
* Acts as departmental trainer as needed
* Completes Quality Assurance
* Updates/writes/implements policies/procedures/job aids 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 Respects and maintains the privacy of patients protected health information. Demonstrates and maintains compliance with HIPAA regulations and guidelines. Participates in educational updates relative to HIPAA. Performs other duties as assigned Complies with all WellStar Health System policies, standards of work, and code of conduct.
Required Minimum Education:
High school diploma Required or
equivalent Required and
college-level business and/or communication courses Preferred
Required Minimum License(s) and Certification(s):
All certifications are required upon hire unless otherwise stated.
- Certified Patient Account Rep
Additional License(s) and Certification(s):
Required Minimum Experience:
Training in healthcare collections, Customer Service AND Collection experience required Required and
Minimum 2 years experience in a hospital, physicians office or related healthcare office environmental required Required and
Minimum 2 years or more years in healthcare account management with customer service experience necessary Required
Required Minimum Skills:
Broad proven practical experience in hospital billing, follow up, and customer service
Knowledge of hospital billing process and revenue cycle environment
Knowledge of state and federal regulations as they pertain to collection processes and procedures
Knowledge of and skill in the use of computers and related systems and software
Knowledge of insurance plan payment practices and billing requirements
Knowledge of and detailed understanding of managed care agreements
Knowledge of 835 payment file processing
Skill in problem solving in a variety of settings
Skill in motivating and directing the work and activities of staff with the ability to effectively delegate
Skill in technical and professional accounting
Skill in good oral, writen, and interpersonal communication, grammar, and spelling
Skill in time management and project management
Ability to effectively conduct regular department meetings
Ability to work cooperatively in a team environment
Ability to set climate for performance at optimum levels
Ability to establish and maintain a cohesive work team
Ability to work efficiently under pressure
Ability to apply appropriate supervisory, management, and leadership techniques in an operational setting
Ability to work independently and take initiative
Demonstrates a commitment to continuous learning and to operationalize that learning and top operationalize that learning
Ability to willingly accept responsibility and/or delegate responsibility
Ability to deal effectively with constant changes and be a change agent
Ability to deal with difficult people and/or difficult situations effectively
Ability to set priorities and use good judgement for self and staff
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.
