Compensation: $21.10-$31.59 minimum - midpoint
**Additional consideration may be given based on credentials/experience.**
Under the guidance of the manager, this position is expected to perform a higher level of generally more complex job specific responsibilities which may require providing specialized technical guidance and support to lower level reps within the assigned Shared Services Center’s (SSC) Patient Accounting department, Ministry Organization’s (MO) Patient Access department or within Central Operations. May provide staff training, and technical support and issue identification, assessment and resolution, within assigned SSC functional area in order to achieve desired outcomes and compliance with Trinity Heath policies/procedures and standards. May perform quality reviews and analysis to support internal controls.
Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
May assist the manager in the development and assignment of associate work schedules ensuring optimal work flow needs remain cost effective and meet customer requirements.
Performs higher level and generally more complex job-specific responsibilities. May provide specialized technical guidance and support to lower level reps Under the guidance and direction of the manager, disseminates policy/procedure updates, or other job related information and materials provided by the Manager which support on-going effectiveness of job responsibilities and enhancement of customer expectations.
May participate in or provide input on of modification and enhancement to patient accounting processes and systems to improve service, data integrity, and productivity/quality in order to achieve departmental goals and process outcomes.
Analyzes and displays data in meaningful formats; develops and communicates policies/procedures and other business documentation; conducts special studies and prepares management reports, including key performance indicators as they relate to the division (i.e., waiting/service times, staff productivity, accuracy, customer feedback, incident reporting, etc.).
Provides timely and professional follow-up communication in response to customer complaints and issues. Ensures and monitors problem resolution to ensure permanent and long-term solution; coordinate such effort across intra and inter-departmental channels.
May provide routine function-specific training, which may include development of job aides, as part of new staff orientation and continuing education.
Orders supplies and other materials in accordance and compliance with budget. Maintains a neat, orderly work environment that denotes professionalism and efficiency; and May assist the manager in selection of employees and providing training and mentoring to associates.
Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
Other duties as needed and assigned by the Manager.
Must possess a demonstrated knowledge of patient accounting functions with attention to Billing & Following, Customer Service, Patient Access, Denial Management, Quality Assurance & Training, and/or Payment Posting. Associate’s degree in Business/Management, Healthcare Administration, or other Healthcare discipline preferred. Two (2) or more years of current patient accounting experience with documentation of process success may substitute for education.
Customer service background is required. Working knowledge of computer operations and electronic interfaces is required. Formal software course training is preferred.
Excellent communication (verbal and writing) and organizational abilities. Interpersonal skills are necessary in dealing with internal and external customers. Accuracy, attentiveness to detail and time management skills are required.
Ability to work independently, read, write, and operate keyboard and telephone effectively.
Must be comfortable operating in a collaborative, shared leadership environment.
PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS
Must be able to independently set and organize own work priorities for self and for the assigned team, and successfully adapt to new priorities as part of a changing environment. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.
Maintains current knowledge of patient accounting processes and systems, regulatory and 3rd party payer issues and requirements.
Ability to communicate and work with patients, physicians, associates, MO, CO and SSC leadership, multiple direct patient care providers and others in order to expedite the patient accounting process. Strong communication skills (verbal and written) in dealing with trainees, associates, and internal/external customers.
Effective critical thinking, problem solving and decision making skills. Strong quantitative and analytical abilities to process and display data.
Ability to handle heavy workloads and short deadlines in a positive manner. Adapts quickly to changing conditions, assimilating new processes into job functions and taking ownership.
Must possess the ability to comply with Trinity Health policies and procedures.