Facility: VIRTUAL-GA

Job Summary:

CS Quality Assurance / Dialer Coordinator monitors the adherence of the department to identified benchmarks and goals; investigating and analyzing the root cause of failure to meet those benchmarks and goals, and for creating and implementing course correction as appropriate. The CS Quality Assurance /Dialer Coordinator works under the supervision of the Customer Service Manager to ensure the development and implementation of strategies to facilitate continuous operational improvement across all Revenue Cycle functions/ Call Center functions and are aligned with the overall organizational goals. The CS Quality Assurance / Dialer Coordinator compiles results from daily audits/analysis and outcome assessments on accuracy of patient data, both system-related and process-related, for Revenue Management departments and for operational areas that impact billing and/or collections. An employee in this position performs technical duties in operating a variety of computer systems including InContact, Call Center Systems and Reporting Applications. The work involves obtaining files, loading and monitoring files preparing output for distribution, keeping required records/ reports, monitoring the Call Center, monitoring agent availability and adjusting the dialer for call volume. This role also entails monitoring statement runs and file transfers.

Core Responsibilities and Essential Functions:

Major Responsibilities * Subject Matter Expert (SME) in managing InContact Dialer/ Call Center Management System and performing Quality Assurance for the Customer Service team as directed by the Customer Service Management. * Provides root cause analysis to Management Team on quality assurance related concerns or other issues as they arise. * Provides trending, education and feedback to Management Team as needed. * Develops and provides reporting to Customer Service Management Team on findings and areas for improvement. * Helps implement revenue cycle improvement initiatives as directed by the Customer Service Management. * Provide/Perform Month End reporting and QA reviews for the Customer Service team * Responsible for the daily readiness of call center automated dialer application including creation and optimization of inbound and outbound services, production of daily reports, troubleshooting of production issues within In Contact and minimization of system downtime. * Oversees predictive dialer functions such as daily upload/ download procedures, building and scheduling services, schedule adherence, service monitoring and call center production standards. * Recommends improvement in call flow, works with Customer Service/EO teams to develop dialing strategies. * Performs and maintains testing of dialer systems and applications to assure department objectives are met and to maximize productivity through call handling efficiencies, system uptime, staffing levels, reporting and analysis. * Retrieve daily dialer files to be loaded into dialer management program and verify validity and accuracy of those files. * Act as a liaison between the Call Center and the Customer Service Management to report and resolve dialer file issues as well as to define dialer file criteria. * Manage and maintain user access for call center staff. * Prepare and analyze operational reports from all user systems to include the dialer management program, payment automation and statements. * Perform other duties as assigned. Performs other duties as assigned Complies with all Wellstar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

High school diploma Required and college degree Preferred

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

All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):

Required Minimum Experience:

Minimum 5 years experience in healthcare revenue cycle or related experience Required

Required Minimum Skills: