Hybrid Lead Cust Svc & Collections na Wellstar

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)

Overview
Functions under the direction of the Manager Customer Service. Responsible to assist with 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. Assists with staff training. Review, update, write policies, procedures, and job aids

Responsibilities
Core Responsibilites and Essential Functions

Primary Responsibilties
* Assists supervisor/manager by providing 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 supervisor/manager as needed.

Special Projects
* Assists with reporting as assigned.
* Assists with special projects as assigned.
* Acts as departmental trainer as needed.
* Completes Quality Assurance as assigned.

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 100% compliance with HIPAA regulations and guidelines. Participates in educational updates relative to HIPAA.

Required for All Jobs

Performs other duties as assigned

Complies with all WellStar Health System policies, standards of work, and code of conduct.

Qualifications
Required Minimum Education

High school diploma Required or

equivalent Required and

college-level business and/or communication courses Preferred

Required Minimum Experience

Training in healthcare collections, Customer Service AND Collection experience Required and

Minimum 2 years experience in a hospital, physician’s office or related healthcare office environmental Required and

Minimum 2 years or more years in healthcare account management with customer service experience necessary Required

Required Minimum Skills

Basic knowledge of medical terminology.

Basic experience and knowledge of PC applications.

Detail-oriented, good organizational skills, and ability to be self-directed.

Strong time management skills, managing multiple priorities and a heavy workload in a high-stress atmosphere.

Flexibility to perform other tasks as needed in an active work environment with changing work needs.

High-level problem solving, analytical, and investigational skills.

Excellent internal/external customer service skills.

Excellent communication skills to include oral and written comprehension and expression.

learn quickly and meet continuous timelines.

exhibit behaviors consistent with principles of excellent service.

demonstrate and maintain competency as required for job title and the unit/area(s) of assignment.

Exhibit behaviors consistent with standards of performance improvement and organizational values (e.g., efficiency and financial responsibility, safety, partnership & service, teamwork, compassion, integrity, and trust & respect).

Required Minimum License(s) and Certification(s)

Certified Patient Account Rep Preferred

Additional Licenses and Certifications

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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