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.

Job Summary:

Functions under the direction of the Director Customer Service and Collections. Responsible to ensure and schedule coverage for outbound and inbound calls, 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. Review and provides leadership with daily/weekly/monthly productivity reporting. Review, update, write and implement policies, procedures, and job aids. Providing direction to ensure timeframes are met for customer call resolution, ensure daily processes and reports are completed in a timely manner. Coordinates staff training and quality assurance. Completes and maintains policies and procedures. Completes and provides weekly/monthly productivity and departmental reports to leadership. Management skills are required in the daily operations of assigned area and in the supervision of subordinate staff. It is imperative to maintain a good working relationship with management, staff, and external contacts such as insurance representatives. The Manager Customer Service and Collections position requires the use of independent judgement and decision making; as well as strong analytical, problem solving, and leadership skills. External contacts include all levels of staff and management. External contacts include insurance companies, state and federal agencies, outside accounting firms and auditors; resolving problems and issues, and discussing sensitive and confidential information.

Core Responsibilities and Essential Functions:

Responsible for day to day operations of the Customer Service and Collections department. - a.Keeps management abreast of all issues and concerns of the department. - b.Maintains payroll responsibilities. - c.Oversees staff productivity and accuracy to ensure accurate and timely postings in managing daily unposted cash. - d.Conducts regular performance reviews for staff and recommends salary adjustments or disciplinary actions. - e.Conduct the interviewing and screening process of staff hires. - f.Holds regular meetings with staff and promotes positive staff morale. - g.Maintain excellent customer relations for all internal and external customers. - h.Demonstrate proficiency in document production for the following applications: Word, Excel, and Power Point. - i.Coordinate Connect tickets related to department functions. - j.Create/update department policies and procedures. - k.Demonstrate effective departmental leadership and provide appropriate direction to the staff. - l.Utilize quantitative production reports and providing consistent feedback to staff. - m.Maintain effective communication with other Patient Financial Services and Revenue Cycle departments. - n.Apply appropriate supervisory, management and leadership techniques in an operational setting. - o.Work effectively with difficult people and/or difficult situations. - p.Evaluate best practice suggestions for possible outcomes into the revenue cycle. Handles escalated calls as a first line of response. Assists director as needed. Responsible for implementation of new technology and training. - a.Reviews, researches, and implements new technology impacting Customer Service and Collections. - b.Coordinates training and quality assurance feedback to staff. - c.Develops and maintains policies and procedures. - d.Ensures all banking instructions are valid and processing without error. - e.Maintains a thorough knowledge of WellStar’s Compliance department policies as they relate to the customer service processes. Provides high quality service excellence in accomplishing goals and objectives. - a.Demonstrates efficiency in customer service, customer satisfaction and service recovery situations. - b.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 - c.Avoids “defensive” behaviors; listens well and responds in a positive, reassuring manner to achieve desired results. Respects 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.

Required Minimum Education:

BA or BS Business, Accounting, Finance, Required

Required Minimum License(s) and Certification(s):

Additional Licenses and Certifications:

Required Minimum Experience:

Minimum 10 years commensurate work experience Required

Required Minimum Skills:

Broad proven practical experience in hospital billing, follow up, and customer service Knowledge of hospital billing process and revenue cycle environment Knowledge of state and federal regulations as they pertain to collection processes and procedures Knowledge of and skill in the use of computers and related systems and software Knowledge of insurance plan payment practices and billing requirements Knowledge of and detailed understanding of managed care agreements Skill in problem solving in a variety of settings Skill in motivating and directing the work and activities of staff with the ability to effectively delegate Skill in technical and professional accounting Skill in good oral, writen, and interpersonal communication, grammar, and spelling Skill in time management and project management Ability to effectively conduct regular department meetings Ability to work cooperatively in a team environment Ability to set climate for performance at optimum levels Ability to establish and maintain a cohesive work team Ability to work efficiently under pressure Ability to apply appropriate supervisory, management, and leadership techniques in an operational setting Ability to work independently and take initiative Demonstrates a commitment to continuous learning and to operationalize that learning and top operationalize that learning Ability to willingly accept responsibility and/or delegate responsibility Ability to deal effectively with constant changes and be a change agent Ability to deal with difficult people and/or difficult situations effectively Ability to set priorities and use good judgement for self and staff

Join us and discover the support to do more meaningful work—and enjoy a more rewarding life. Connect with the most integrated health system in Georgia, and start a future that gives you more.