This job is closed
We regret to inform you that the job you were interested in has been closed. Although this specific position is no longer available, we encourage you to continue exploring other opportunities on our job board.
About the position
Children's is one of the nation's leading children's hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow. We're committed to putting you first, and that commitment is at the heart of our company culture: People first. Children always. Find your next career opportunity and make a difference doing what you love at Children's. The position provides excellent customer service to all Children's Healthcare of Atlanta customers, coordinates and performs all customer service activities, and accepts supervisory responsibility when necessary. It functions as a working supervisor/team leader, working in partnership with other team members to provide quality service that ensures the delivery of safe patient care and services while promoting a safe environment at Children's Healthcare of Atlanta.
Responsibilities
- Acts as first-level escalation point for team by answering inbound calls and customer complaints calls passed on by Customer Service Representatives to ensure resolution.
- Acts as liaison to all other Patient Financial Services departments to resolve customer complaints.
- Functions as supervisor when manager is unavailable.
- Assists manager with staffing issues and coordinates and performs the activities of the Customer Service Representative.
- Trains all new Customer Service Representatives and trains/supports all staff regarding the use of software and proper customer service procedures.
- Monitors performance of the area to ensure compliance with established policies and procedures.
- Runs reports as needed to track performance.
- Participates actively in meetings/process improvement initiatives to support goal of the Customer Service department.
- Coordinates completion of all patient and insurance correspondence.
- Assist Supervisor and/or Manager with development of staff by: being available to teammates, acting as a resource to help complete complicated/complex tasks, providing on the job training to team, and seeking out opportunities to become actively involved in staff workflow and development.
- Provide Supervisor and/or Manager feedback on staff performance, educational needs, and workflow status.
Requirements
- 3 years of experience in the healthcare industry
- 1 year of experience in automatic call distribution/call center environment
- Associate's degree in healthcare-related field or equivalent experience
Nice-to-haves
- Some college
- 1 year of experience in supervision
- 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
