Lead Revenue Cycle Specialist - Patient Contact Center - CPAR REQUIRED - Mon - Fri 10:00am - 6:30pm - Remote for Georgia Residents ONLY

Northeast Georgia Health System

1d•Remote

About The Position

This position is responsible for assisting the Patient Contact Center Supervisors and Manager in managing the day-to-day operation of the Patient Contact Center. It assists in monitoring call volumes to ensure achievement of service standards, including taking calls during high volume periods. The role is responsible for specialty accounts such as 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. The specialist provides staff with support, answers questions, and ensures the team consistently provides accurate information and exceptional customer service. They respond to escalated calls as needed and serve as the department liaison for the systemwide Patient Complaint Management System. The position also assists with monitoring daily, weekly, and monthly Patient Contact Center reports to achieve goals and service standards, and helps monitor the team’s customer service skills, working with leadership to identify areas for development/training.

Requirements

CPAR Certification
High School Diploma
Five (5) years 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 necessary to perform job duties, including proper documentation
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
Proficient in all job duties of a Patient Contact Center Representative

Nice To Haves

Two (2) years of college or Business School

Responsibilities

Assisting the Patient Contact Center Supervisors and Manager in managing the day-to-day operation of the Patient Contact Center
Assisting in monitoring call volumes to ensure achievement of service standards
Taking calls during high volume periods
Managing 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
Providing staff with support, answering questions and ensuring the team consistently provides accurate information and exceptional customer service
Responding as needed to escalated calls
Serving as department liaison for systemwide Patient Complaint Management System
Assisting with monitors daily, weekly, monthly Patient Contact Center reports to achieve goals and service standards
Assisting with monitoring the team’s customer service skills, working with the Patient Contact Center leadership in identifying areas that require further development/training
Being in good standing with all Facility policies including those related to attendance, positive attitude and staff development
Following all department guidelines, policies and procedures
Attending all Weekly/Monthly/Quarterly/Annual SPRC and Team Meetings (Unless has an excused absence)
Being a positive role model to all staff members, physicians, patients and visitors
Assisting with onboarding, training and support new team members
Assisting with ensuring Patient Contact Center is compliant with all standards, guidelines and policies
Working with PCC Supervisors and Manager to ensure monthly key contact center performance goals for quality, productivity and key performance metrics are met
Providing feedback to PCC Supervisors and Manager to assist with monitoring and evaluating staff monthly performance including call monitoring, and attendance and coach staff members to improve performance
Reporting, analyzing and resolving system, customer and operational issues that impact service quality
Striving to provide all customers with outstanding customer experience
Collecting, analyzing and summarizing data and track trends from various performance and audit reports
Ensuring that customers' questions and problems are resolved properly and quickly
Addressing challenging customers and problems that require escalation to PCC Leadership and to other departments outside SPRC
Reviewing and resolving complaints logged on SPRC complaint tool received by PCC staff and referred to PCC using NGHS complaint tool
Reviewing specialty accounts for resolution and trending
Processing high balance accounts from various sources for such actions as third-party rebilling, collection agency referral, or other options to appropriately resolve account balances
Processing deceased and bankruptcy accounts according to state and federal guidelines
Reviewing and processing bad address and held statement accounts
Billing and collecting client (non-patient) balances
Managing payroll deduction and long-term payment plan processes, including recourse and reconciliation
Building and establishing open lines of communication with staff, peers, managers and other areas of NGHS to facilitate problem solving
Helping identify trends impacting performance and facilitate cross-training between staff
Managing call center tools and resources: auto dialer maintenance, campaign review and revisions, collect and tracking call center statistics (accuracy, call wait times, abandonment rate) to ensure top performance
Assisting with vendor liaison for invoice processing, reconciliation reports, account transfers, system request and facilitate onsite/offsite visits
Maintaining superior knowledge of patient accounts and department revenue cycle operations
Processing payroll deduction and long-term payment plan accounts in a timely manner
Assisting Vendor with monitoring, reviewing and making recommendation for process and policy improvements
Thinking critically and making reasonable judgments on patient accounts
Adapting to frequently changing atmosphere including organizational and technological changes
Maintaining knowledge and understanding of insurance/patient billing and collections
Maintaining advanced knowledge of state collection laws and Fair Debt Collection Practices Act
Accepting all calls via the ACD (Automated Call delivery) lines in a manner that keeps wait times to a minimum
Performing collection activities on outstanding patient balance, offering payment arrangements per guidelines when patient unable to pay in full
Following required collection process
Applying resolution to patient calls based on established standards and procedures
Reviewing accounts thoroughly, verifying balance to be correct
Performing required action to correct balances found to be in error
Referring errors to other departments for assistance only when appropriate
Documenting and using appropriate disposition codes in system for every account, including any action taken in order to allow for trending and process improvement