Assists in monitoring call volumes to ensure achievement of service standards
Responsible for specialty accounts to include: high balance accounts, payroll deduction and long-term payment plan processing, deceased and estate accounts, bad address/held statement review, bankruptcy processing, and client (non-patient) billing and collections
Provides staff with support, answering questions and ensuring the team consistently provides accurate information and exceptional customer service
Responds as needed to escalated calls and serves as department liaison for systemwide Patient Complaint Management System
Assists with monitoring the team’s customer service skills, working with the Patient Contact Center leadership in identifying areas that require further development/training
Collect, analyze and summarize data and track trends from various performance and audit reports
Ensure that customers' questions and problems are resolved properly and quickly
Review and resolve complaints logged on SPRC complaint tool received by PCC staff and referred to PCC using NGHS complaint tool
Review specialty accounts for resolution and trending

High School Diploma
CPAR Certification
Three (3) year minimum collection, hospital or business office experience
Working knowledge of the Revenue Cycle processes and goals
Personal computer proficiency to include all Microsoft Office programs and Revenue Cycle systems
Excellent problem-solving skills with attention to details
Excellent customer service skills
Excellent verbal and written communication skills
Ability to work independently within guidelines
Can adapt to change quickly in a fast-paced demanding environment.
Maintains thorough understanding of the Patient Complaint Management System
Working knowledge of automated dialer systems
Ability to prioritize, organize, and coordinate daily workload
Ability to serve as a resource for all Revenue Cycle personnel from pre-services through collections.

Patient Contact Center Lead

Key skills