Customer Svc/Spec Accts Coord
DeKalb Medical - Decatur, GA

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Position Summary:

Responsible for receiving, researching, resolving and responding to all incoming telephone calls and walk-in customers with questions, requests or complaints. Manages aged receivables on all special contract accounts.

Essential Functions:

Handles all incoming customer inquiries regarding patient accounts by identifying the question, researching problem or complaint for answer or solution, initiating corrective action if required and providing customer with timely response. Handles calls professionally and in a timely manner. Responsible for Spanish customer service calls via the internal Spanish option on ACD phone lines.

Job Tasks:

  • Manages aged receivables for all special contract accounts via monthly reports.
  • Bills all DeKalb employee worker's compensation, VA and special contract claims with all necessary documentation within 3 days from final bill drop date.
  • Collects on all outstanding special contract accounts.
  • Handles incoming customer inquiries regarding patient accounts by identifying the question, researching problem or complaint for answer or solution, initiating corrective action if required and providing customer with timely response.
  • Responsible for Customer Service Spanish call line.
  • Handles all calls professionally and in a timely manner.
  • Serves as back up to all customer service functions.
  • Investigates disputed charges with appropriate department and requests required adjustments.
  • Assists walk-in customers and takes appropriate action required to resolve request or problem.
  • Enforces collection policy when making payment arrangements on accounts.
  • Documents all accounts clearly, concisely and professionally of all activity.
  • Make inquiries to patients and/or insurance companies to resolve account balances.
  • Follows policy guidelines to request medical records.
  • Maintains and keeps Patient Account Manual current with all updates and revisions.
  • Work interrupts in a timely and appropriate manner.
  • Responds to all patient correspondence with in 5 business days of receipt.
  • Works insurance request for information correspondence with in 5 business days of receipt.
  • Responsible for correcting outstanding images in the manual indexing worklist in the hospital imaging system.
  • Maintains and keeps Patient Account Manual current with any new revisions or updates.
  • Performs other special projects and duties assigned timely and completely.
  • Notifies Assistant Manager/Manager of any significant problems with, customers, computers or daily issues.
  • Maintains a willingness to cooperate with and be courteous to other hospital personnel, patients and visitors.
  • Treat all customers and co-workers with respect.
  • Adheres to all customer service policies and procedures.
  • Reports to: Customer Service Supervisor

    Qualifications:

    Minimum Qualifications:

    Bi-lingual skills strongly preferred. High School Graduate. Basic computer and office equipment skills. Excellent communication skills, written and verbal required. Must be able to work independently. Decision making skills. Two years medical office experience. Hospital and physician collection and billing experience preferred.

    DeKalb Medical - 18 months ago - save job
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