Patient Account Customer Service Coordinator

Children's Healthcare of Atlanta•Brookhaven, GA

4d•Onsite

About The Position

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.

Requirements

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
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
High school diploma or equivalent

Nice To Haves

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

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.