Patient Account Customer Service Coordinator

10 Children's Healthcare of Atlanta, Inc.; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

Children’s Healthcare of Atlanta is seeking a Patient Financial Services specialist to provide customer service for guarantors and third parties regarding patient accounts in a fast-paced hospital environment.

You will handle inbound and outbound calls, resolve billing issues, and engage in self-pay collections while complying with laws and protecting patient privacy. High school diploma required; some college and healthcare billing experience preferred.

Qualifications

• Must have excellent telephone communication skills.
• Demonstrated skill in complaint resolution and de-escalation of irate customers.
• Strong knowledge of various business office functions, including refunds, adjustments, cash posting, collections, and billing.
• Knowledge of various insurance plans and hospital and physician claim types.

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.

Skills

Telephone communication

Complaint resolution

De-escalation

Billing knowledge

Data entry

Education

High school diploma or equivalent

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

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

Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow. With 3 hospitals, 20 neighborhood locations and a total of 673 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 60 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report. Children’s has been recognized as a Fortune 100 Best Place to Work, a Best Place for Working Mothers, and as a top employer for diversity and millennials. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow.