How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

Day (United States of America)

Job Summary:\rFunctions under the direction of the Supervisor Customer Service. Makes outbound calls and receives inbound calls relative to the management, cash collection and/or final disposition of patient account balances due from patients and/or other responsible parties, optimizing cash flow, while demonstrating excellent customer service skills.\rCore Responsibilities and Essential Functions:\rResponsible for account management, customer service, cash collection and/or final resolution of balances after they become self-pay account balances.\r* Receives computer generated, management-assigned work queues or account inventories of self-pay account balances to be collected or achieve final resolution\r* Via inbound / outbound phone calls, letters, emails, faxes or walk in visits, etc., works with patients/responsible party and negotiates acceptable payment arrangements to resolve the account balance.\r* Validates accuracy of self-pay balance and validates with patient their responsibility and determines there is no other responsible party or other coverage (previously undocumented).\r* Documents negotiated payment commitment in account notes and queues account for appropriate future follow up. Accepts payments via credit card, check or cash.\r* Answer calls regarding Financial Assistance Program. Provide caller with all information available to representative relative to the application and the process. Provide either a mailed copy of the Financial Assistance Program application or direct patient to the online version.\r* Refer calls to other entities handling WellStar accounts, including but not limited to bad debt agencies, Harkins and Henry, etc.\rAs part of the above tasks, representative will perform all tasks in such a way to, at minimum, meet productivity and quality expectations as reviewed monthly with each representative. The targets and/or Key Performance Indicators are subject to adjustment quarterly by leadership.\rAccurate and timely completion of special projects as assigned.\rProvides high quality service excellence in accomplishing goals and objectives.\r* Demonstrates proficiency in customer service, customer satisfaction and service recovery situations\r* Demonstrates professional and congenial relationships with both inside (inter-departmental and associated departmental) and outside or external (patients, physician office colleagues, third party payers, etc.) customers\r* Avoids defensive behaviors; listens well and responds in a positive, reassuring manner to achieve desired results\r* Completes all other duties as assigned\rRespects and maintains the privacy of patients protected health information. Demonstrates and maintains compliance with HIPAA regulations and guidelines. Participates in educational updates relative to HIPAA\rPerforms other duties as assigned\rComplies with all Wellstar Health System policies, standards of work, and code of conduct.\rRequired Minimum Education:High School Diploma General or GED General\r\rRequired Minimum License(s) and Certification(s):\rAll certifications are required upon hire unless otherwise stated.\rAdditional License(s) and Certification(s):\rRequired Minimum Experience:\rMinimum 3 years experience in a hospital, physicians office or related healthcare office environment Preferred and\rMinimum 2 years in healthcare account management with customer service experience Preferred\rRequired Minimum Skills:\rBasic knowledge of medical terminology\rBasic experience and knowledge of PC applications\rDetailed-oriented, good organizational skills, and ability to be self-directed\rStrong time management skills, managing multiple priorities and a heavy workload in a high-stress atmosphere\rFlexibility to perform other tasks as needed in an active work environment with changing work needs\rHigh-level problem solving, analytical, and investigational skills\rExcellent internal/external customer service skills\rExcellent communication skills to include oral and written comprehension and expression\rAbility to:\rlearn quickly and meet continuous timelines\rexhibit behaviors consistent with principles of excellent service\rdemonstrate and maintain competency as required for job title and the unit/area(s) of assignment\rExhibit behaviors consistent with standards of performance improvement and organizational values (e.g., efficiency and financial responsibility, safety, partnership & service, teamwork, compassion, integrity, and trust & respect)

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