[Hiring] Revenue Cycle Specialist Lead @Northeast Georgia Health System

Role Description

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. Responsibilities include:

• Monitoring call volumes to ensure achievement of service standards.
• Taking calls during high volume periods.
• Managing specialty accounts such as high balance accounts, payroll deduction, 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 support, answering questions, and ensuring accurate information and exceptional customer service.
• Responding to escalated calls and serving as department liaison for the systemwide Patient Complaint Management System.
• Assisting with monitoring daily, weekly, and monthly Patient Contact Center reports to achieve goals and service standards.
• Working with Patient Contact Center leadership to identify areas requiring further development/training.

Qualifications

• CPAR Certification (Licensure or other certifications)
• High School Diploma (Educational Requirements)
• Five (5) years minimum collection, hospital, or business office experience (Minimum Experience)

Requirements

• Working knowledge of the Revenue Cycle processes and goals.
• Personal computer proficiency, including Microsoft Office programs and Revenue Cycle systems.
• Excellent problem-solving skills with attention to detail.
• 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 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.

Benefits

• Be in good standing with all Facility policies including attendance, positive attitude, and staff development.
• Attend all Weekly/Monthly/Quarterly/Annual SPRC and Team Meetings (unless excused).
• Be a positive role model to staff members, physicians, patients, and visitors.
• Assist with onboarding, training, and support for new team members.
• Ensure Patient Contact Center compliance with all standards, guidelines, and policies.
• Work with PCC Supervisors and Manager to meet monthly key performance goals.
• Provide feedback to assist with monitoring and evaluating staff performance.
• Report, analyze, and resolve system, customer, and operational issues impacting service quality.
• Strive to provide outstanding customer experience.
• Collect, analyze, and summarize data and track trends from performance and audit reports.
• Ensure customers' questions and problems are resolved properly and quickly.
• Address challenging customers and problems requiring escalation to PCC Leadership.
• Review and resolve complaints logged on the SPRC complaint tool.
• Review specialty accounts for resolution and trending.
• Process deceased and bankruptcy accounts according to state and federal guidelines.
• Manage payroll deduction and long-term payment plan processes.
• Build and establish open lines of communication with staff, peers, and managers.
• Help identify trends impacting performance and facilitate cross-training.
• Manage call center tools and resources, ensuring top performance.
• Assist with vendor liaison for invoice processing and reconciliation reports.
• Maintain superior knowledge of patient accounts and department revenue cycle operations.
• Adapt to frequently changing atmosphere including organizational and technological changes.
• Maintain knowledge of insurance/patient billing and collections.
• Maintain advanced knowledge of state collection laws and Fair Debt Collection Practices Act.

Physical Demands

• 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% of time.
• Standing/Walking: Occasionally 0-30% of time.
• Pushing/Pulling: Occasionally 0-30% of time.
• Intensity of Work: Frequently 31-65%.
• Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding.