Patient Account Customer Service Coordinator

Job Title

Customer Service Representative

Job Description

Provides customer service support to guarantors and other third parties regarding issues related to patient accounts. Works in partnership with other members of the team to provide quality service to proactively support efforts that ensure delivery of safe patient care and services and promote a safe environment at Children's Healthcare of Atlanta.

Experience

• 1 year of experience in healthcare, hospital, and physician billing or
• 1 year of experience in automatic call distribution/call center environment or customer service

Preferred Qualifications

• Some college
• 2 years of experience in insurance billing and/or collections with a general knowledge of hospital business office functions
• Knowledge of key Children's Healthcare of Atlanta patient accounting applications, e.g., EPIC Resolute, Dentrix Dental, Clearinghouse, or comparable system

Education

• High school diploma or equivalent

Certification Summary

• No professional certifications required

Knowledge, Skills, and Abilities

• Must have excellent telephone communication skills
• Demonstrated skill in complaint resolution and de-escalation of irate customers
• Strong knowledge of various types of business office functions, including refunds, adjustments, cash posting, collections, and billing
• Knowledge of various insurance plans and hospital and physician claim types
• General personal computer and data entry skills
• Working knowledge of Health Insurance Portability and Accountability Act privacy requirements

Job Responsibilities

• Answers all inbound and makes outbound customer service calls.
• Takes appropriate action on incoming calls to resolve billing and payment issues voiced by guarantors and other third parties.
• Places outbound calls for self-pay balance collections, adhering to applicable laws and regulations for collecting debt.
• Escalates guarantor issues for resolution as appropriate to team lead, supervisor, and/or manager.
• Supports and participates in the continuous assessment and improvement of the quality of services provided.
• Behaves in a cordial, polite, friendly, and respectful manner to all customers.
• Interfaces with all other patient accounting departments to facilitate timely resolution of guarantor complaints.
• Documents all communication with guarantor and other third parties in a precise and efficient manner.
• De-escalates irate callers to help resolve customer complaints and ensure excellent customer service.
• Demonstrates customer is always right philosophy.
• Works all patient and insurance correspondence appropriately.

Children's Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law.

Primary Location Address: 1575 Northeast Expy NE

Job Family: Patient Financial Services

Children's Healthcare of Atlanta