Revenue Cycle Specialist Lead - CPAR Certification Required

Northeast Georgia Health System•Remote - Georgia, GA

50d•Onsite

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. Assists in monitoring call volumes to ensure achievement of service standards, including taking calls during high volume periods. 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 monitors daily, weekly, monthly Patient Contact Center reports to achieve goals and service standards. Assists with monitoring the team’s customer service skills, working with the Patient Contact Center leadership in identifying areas that require further 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
Ability to 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
Weight Lifted: Up to 20 lbs, Occasionally 0-30% of time
Weight Carried: Up to 20 lbs, Occasionally 0-30% of time
Vision: Moderate, Constantly 66-100% of time
Kneeling/Stooping/Bending: Occasionally 0-30%
Standing/Walking: Occasionally 0-30%
Pushing/Pulling: Occasionally 0-30%
Intensity of Work: Frequently 31-65%
Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding

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.
Monitoring call volumes to ensure achievement of service standards, including taking calls during high volume periods.
Processing specialty accounts such as high balance accounts, payroll deduction and long-term payment plans, 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 to escalated calls as needed and serving as department liaison for systemwide Patient Complaint Management System.
Assisting with monitoring daily, weekly, and monthly Patient Contact Center reports to achieve goals and service standards.
Assisting with monitoring the team’s customer service skills and working with Patient Contact Center leadership to identify areas for development/training.
Being in good standing with all Facility policies including 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 supporting new team members.
Assisting with ensuring the 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 coaching staff members to improve performance.
Reporting, analyzing, and resolving system, customer, and operational issues that impact service quality.
Striving to provide all customers with an outstanding customer experience.
Collecting, analyzing, and summarizing data and tracking 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 the SPRC complaint tool received by PCC staff and referred to PCC using the NGHS complaint tool.
Reviewing specialty accounts for resolution and trending, including high balance accounts from various sources for actions such 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.
Serving as department liaison for systemwide Patient Complaint Management System.
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 facilitating cross-training between staff.
Managing call center tools and resources: auto dialer maintenance, campaign review and revisions, collecting 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 requests, and facilitating 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 Vendors with monitoring, reviewing, and making recommendations for process and policy improvements.
Thinking critically and making reasonable judgments on patient accounts.
Adapting to a 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 the 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 balances, offering payment arrangements per guidelines when a patient is unable to pay in full.
Following required collection processes.
Applying resolutions to patient calls based on established standards and procedures.
Reviewing accounts thoroughly, verifying balance accuracy.
Performing required actions 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 the system for every account, including any action taken, to allow for trending and process improvement.