Lead Cust Svc & Collections
Wellstar Health Systems

Facility: VIRTUAL-GA
Job Summary: 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 Core Responsibilities 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 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-Preferred

Additional License(s) and Certification(s):Required Minimum Experience: Training in healthcare collections, Customer Service AND Collection experience Required and Minimum 2 years experience in a hospital, physicians 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).

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