Sup RC Customer Svc & Collections
Wellstar Health Systems

Facility: VIRTUAL-GA
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

---