Account Resolution Specialist

Children's Healthcare of Atlanta; Brookhaven (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

Children's Healthcare of Atlanta is seeking a Customer Service Supervisor within the Patient Financial Services group. You will act as the frontline escalation point, handling inbound calls and complaints, and serve as a liaison across departments to resolve issues and promote safe, efficient patient financial services.

The role requires supervising duties when the manager is unavailable, staff training, and ongoing performance monitoring to uphold our standards of service and accuracy.

Qualifications

• Excellent customer service and complaint-resolution skills.
• Strong written and verbal communication abilities.
• Proficient with hospital business office functions.

Responsibilities

• Acts as first-level escalation point for team by answering inbound calls and customer complaints.
• Liaisons with other Patient Financial Services departments to resolve issues.
• Functions as supervisor when manager is unavailable; assists staffing and coordinates tasks.
• Trains new staff and supports ongoing staff development.
• Monitors performance and generates reports to track progress.
• Participates in process improvement initiatives to enhance customer service.

Skills

Customer service

Communication

De-escalation

Education

Associate's degree in healthcare-related field

Tools

EPIC Resolute

Dentrix Dental

Job description

Work Shift

Day

Work Day(s)

Monday-Friday

Shift Start Time

8:00 AM

Shift End Time

5:00 PM

Worker Sub-Type

Regular

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.

Job Description

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.

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.

Primary Location Address

1575 Northeast Expy NE

Job Family

Patient Financial Services