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Work Shift

Work Day(s)

Shift Start Time

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.

Experience

• 3 years of experience in the healthcare industry
• 1 year of experience in automatic call distribution/call center environment

Preferred Qualifications

• 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

Education

• Associate's degree in healthcare-related field or equivalent experience.

Certification Summary

• No professional certifications required

Knowledge, Skills, and Abilities

• Excellent customer service skills, including complaint resolution and de-escalation of irate customers
• Extensive knowledge of various types of business office functions, including insurance plans and hospital/professional claims types
• Working knowledge of Health Insurance Portability and Accountability Act privacy requirements
• Must have demonstrated excellent oral and written communication skills
• Must be proficient in using computers with a high degree of accuracy

Job 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.

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.