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Northeast Georgia Health System is rooted in a foundation of improving the health of our communities.

About the Role:

Job Summary

The Customer Service I Representative is responsible for handling outbound and inbound patient phone calls related to patient collection activities within a high-volume call center environment, providing efficient and professional customer service. The CSR I researches and documents all performed work and refers patient accounts to bad debt agencies appropriately. The Customer Service Representative I plays a key role in supporting patient financial services by managing high-volume inbound and outbound calls related to patient collections. This position is responsible for delivering professional, courteous, and efficient customer service while addressing patient inquiries and concerns. The CSR I also researches account details, documents all interactions accurately, and ensures appropriate referral of accounts to bad debt agencies when necessary.

Minimum Job Qualifications

• Licensure or other certifications:

• Educational Requirements: High School Diploma or GED

• Minimum Experience: One (1) year minimum collection experience. Preferably in a Healthcare or Call Center setting

• Other:

Preferred Job Qualifications

• Preferred Licensure or other certifications: CPAR, CMA, CPB, or AHIMA equivalent certification

• Preferred Educational Requirements:

• Preferred Experience:

• Other:

Job Specific and Unique Knowledge, Skills and Abilities

• Solid knowledge of patient collections and bad debt procedures.

• Ability to work with various systems to perform job daily job duties. 

• Strong listening and problem-solving skills with attention to detail.

• Effective communication skills verbal and written.

• Ability to work independently within guidelines.

Essential Tasks and Responsibilities

• Accepts all calls via the ACD (Automated Call Delivery) lines in a manner that keeps wait times to a minimum.

• Thoroughly reviews accounts to identify and communicate outstanding balances for collection, and resolves any discrepancies. Collaborating with outside departments as needed. 

• Identify and escalate issues to SPRC leadership appropriately. 

• Maintains detailed notes to assist any party reviewing patient accounts

• Meets  or exceeds required quality, productivity and collection performance standards as determined by SPRC leadership.

• Provides resolution to patient calls based on established standards and procedures.

• Remains in good standing with all NGHS policies including those related to attendance, positive attitude and staff development.

• Follows scripting guidelines outlined by Supervisor/Manager when interacting with patients to maintain high quality of service.  Listens and thinks critically to make sound judgments on patient accounts.

• Maintains an understanding of collection processes, techniques, and following department standard of work

• Performs other duties as assigned.

Physical Demands

• Weight Lifted: Up to 20 lbs, Occasionally 0-30% of time

• Weight Carried: Up to 20 lbs, Occasionally 0-30% of time

• Vision: Moderate, Occasionally 0-30% of time

• Kneeling/Stooping/Bending: Occasionally 0-30%

• Standing/Walking: Occasionally 0-30%

• Pushing/Pulling: Occasionally 0-30%

• Intensity of Work: Frequently 31-65%

• Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding

Working at NGHS means being part of something special: a team invested in you as a person, an employee, and in helping you reach your goals. 

NGHS: Opportunities start here.

Northeast Georgia Health System is an Equal Opportunity Employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.