Patient Account Customer Service Coordinator

Children's Healthcare of Atlanta; Brookhaven (GA); On-site; USD 32,000 - 52,000; Full time

Job summary

Children’s Healthcare of Atlanta is seeking a Customer Service/billing support specialist to assist guarantors and third parties with patient account issues. You will work with team members to provide quality service and ensure accurate processing of payments and collections.

The role emphasizes excellent telephone communication, de-escalation of irate customers, and knowledge of hospital billing processes. Prior experience in healthcare billing and a call center is preferred.

Qualifications

• High school diploma or equivalent required; college credits preferred.
• 1 year of experience in healthcare, hospital, and physician billing or.
• 1 year of experience in automatic call distribution/call center environment or customer service.

Responsibilities

• Answers all inbound and makes outbound customer service calls.
• Takes appropriate action on calls to resolve billing and payment issues.
• Placing outbound calls for self-pay balance collections in compliance with debt collection laws.
• Escalates guarantor issues to team lead or supervisor as needed.
• Documents all communication with guarantor and third parties accurately.

Skills

Telephone communication

Complaint resolution

Billing & collections

Insurance plans knowledge

Data entry

HIPAA knowledge

Education

High school diploma or equivalent

Some college

Tools

EPIC Resolute

Dentrix Dental

Clearinghouse

Job description

Work Shift
Day
Work Day(s)
Monday-Friday
Shift Start Time
8:30 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 customer service support to guarantors and other third parties regarding issues related to patient accounts. 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

• 1 year of experience in healthcare, hospital, and physician billing or
• 1 year of experience in automatic call distribution/call center environment or customer service

Preferred Qualifications

• Some college
• 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

• High school diploma or equivalent

Certification Summary

• No professional certifications required

Knowledge, Skills, And Abilities

• Must have excellent telephone communication skills
• Demonstrated skill in complaint resolution and de-escalation of irate customers
• Strong knowledge of various types of business office functions, including refunds, adjustments, cash posting, collections, and billing
• Knowledge of various insurance plans and hospital and physician claim types
• General personal computer and data entry skills
• Working knowledge of Health Insurance Portability and Accountability Act privacy requirements

Job Responsibilities

• Answers all inbound and makes outbound customer service calls.
• Takes appropriate action on incoming calls to resolve billing and payment issues voiced by guarantors and other third parties.
• Places outbound calls for self-pay balance collections, adhering to applicable laws and regulations for collecting debt.
• Escalates guarantor issues for resolution as appropriate to team lead, supervisor, and/or manager.
• Supports and participates in the continuous assessment and improvement of the quality of services provided.
• Behaves in a cordial, polite, friendly, and respectful manner to all customers.
• Interfaces with all other patient accounting departments to facilitate timely resolution of guarantor complaints.
• Documents all communication with guarantor and other third parties in a precise and efficient manner.
• De-escalates irate callers to help resolve customer complaints and ensure excellent customer service.
• Demonstrates customer is always right philosophy.
• Works all patient and insurance correspondence appropriately.

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