Account Resolution Specialist

Children's Healthcare of Atlanta•Atlanta, GA

About The Position

Provides excellent customer service to all Children’s Healthcare of Atlanta customers. Coordinates and performs all customer service activities, accepting supervisory responsibility when necessary. Functions as a working supervisor/team leader. 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

3 years of experience in the healthcare industry
1 year of experience in automatic call distribution/call center environment
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
Associate's degree in healthcare-related field or equivalent experience.

Nice To Haves

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

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.