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Customer Service & Collections Rep

1800 Parkway Center • Marietta, Georgia • Day Shift • Full Time • JR-3141
Functions under the direction of the Supervisor Customer Service. Makes outbound calls and receives inbound calls relative to the management, 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.

Core Responsibilites and Essential Functions

  • Responsible for account management, customer service, cash collection and/or final resolution of balances after they become “self-pay” account balances.
    * Receives computer generated, management-assigned “work queues” or account inventories of self-pay account balances to be collected or achieve final resolution
    * Via inbound / outbound phone calls, letters, emails, faxes or walk in visits, etc., works with patients/responsible party and negotiates acceptable payment arrangements to resolve the account balance.
    * Validates accuracy of self-pay balance and validates with patient their responsibility and determines there is no other responsible party or other coverage (previously undocumented).
    * Documents negotiated payment commitment in account notes and “queues” account for appropriate future follow up. Accepts payments via credit card, check or cash.
    * Answer calls regarding Financial Assistance Program. Provide caller with all information available to representative relative to the application and the process. Provide either a mailed copy of the Financial Assistance Program application or direct patient to the online version.
    * Refer calls to other entities handling WellStar accounts, including but not limited to bad debt agencies, Harkins and Henry, etc.
  • Accurate and timely completion of special projects as assigned.
  • As part of the above tasks, representative will perform all tasks in such a way to, at minimum, meet productivity and quality expectations as reviewed monthly with each representative. The targets and/or Key Performance Indicators are subject to adjustment quarterly by leadership.
  • Provides high quality service excellence in accomplishing goals and objectives.
    * Demonstrates proficiency in customer service, customer satisfaction and service recovery situations
    * 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
    * Avoids “defensive” behaviors; listens well and responds in a positive, reassuring manner to achieve desired results
    * Completes all other duties as assigned
  • Respects and maintains the privacy of patients “protected health information.” Demonstrates and maintains 100% compliance with HIPAA regulations and guidelines. Participates in educational updates relative to HIPAA

  • Required for All Jobs

  • Performs other duties as assigned
  • Complies with all WellStar Health System policies, standards of work, and code of conduct.

  • Qualifications
    Required Minimum Education

  • High school diploma Required

  • Required Minimum Experience

  • Minimum 3 years experience in a hospital, physician’s office or related healthcare office environment Preferred and
  • Minimum 2 years in healthcare account management with customer service experience Preferred

  • Required Minimum Skills

  • Basic knowledge of medical terminology
  • Basic experience and knowledge of PC applications
  • Detailed-oriented, good organizational skills, and ability to be self-directed
  • Strong time management skills, managing multiple priorities and a heavy workload in a high-stress atmosphere
  • Flexibility to perform other tasks as needed in an active work environment with changing work needs
  • High-level problem solving, analytical, and investigational skills
  • Excellent internal/external customer service skills
  • Excellent communication skills to include oral and written comprehension and expression
  • Ability to:
    • learn quickly and meet continuous timelines
    • exhibit behaviors consistent with principles of excellent service
    • demonstrate and maintain competency as required for job title and the unit/area(s) of assignment
    • Exhibit behaviors consistent with standards of performance improvement and organizational values (e.g., efficiency and financial responsibility, safety, partnership & service, teamwork, compassion, integrity, and trust & respect)

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

    Additional Licenses and Certifications

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