Patient Contact Center Lead
Northeast Georgia Health System
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Assists in monitoring call volumes to ensure achievement of service standards
- 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 monitoring the team’s customer service skills, working with the Patient Contact Center leadership in identifying areas that require further development/training
- 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
- 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
Requirements
- High School Diploma
- CPAR Certification
- Three (3) year minimum collection, hospital or business office experience
- Working knowledge of the Revenue Cycle processes and goals
- Personal computer proficiency to include all Microsoft Office programs and Revenue Cycle systems
- 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.
Benefits
- Health insurance
- Professional development opportunities
- Remote work
- Flexible work hours
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Revenue Cycle processescollection experiencehospital experiencebusiness office experienceautomated dialer systemsdata analysisperformance trackingaudit reportingproblem resolutioncustomer service
Soft Skills
problem-solvingattention to detailverbal communicationwritten communicationindependenceadaptabilityorganizationcoordinationteam supportcustomer service excellence
Certifications
High School DiplomaCPAR Certification