Revenue Cycle Specialist Lead – CPAR Certification Required

This is a fully remote position, open to applicants in Georgia.

📋 Description

• Assist the supervisors and manager of the Patient Contact Center with daily operational tasks.

• Monitor call volumes and handle calls during peak periods.

• Oversee specialty accounts, including high-balance, payroll deductions, long-term payment plans, deceased and estate accounts, bad address/held statement accounts, bankruptcies, and client billing and collections.

• Provide support to staff by addressing inquiries and ensuring they have accurate information to deliver exceptional customer service.

• Handle escalated calls and act as the departmental liaison for the systemwide Patient Complaint Management System.

• Regularly review daily, weekly, and monthly reports and service standards for the Patient Contact Center.

• Assist in staff development, onboarding, training, performance monitoring, coaching, and cross-training efforts.

• Ensure compliance with standards, guidelines, and policies within the Patient Contact Center.

• Track quality, productivity, and key performance metrics.

• Report, analyze, and resolve issues related to systems, customers, and operations.

• Address customer inquiries, problems, complaints, and escalations.

• Review specialty accounts for resolution and trends; process rebilling, collection referrals, deceased and bankruptcy accounts, and accounts with bad addresses or held statements.

• Bill and collect non-patient balances owed by clients.

• Manage processes related to payroll deductions and long-term payment plans, including recourse and reconciliation tasks.

• Collect, analyze, summarize, and identify trends in performance and audit data.

• Oversee call center tools and resources, including maintenance of auto-dialers, campaign updates, and call statistics.

• Assist with vendor liaison tasks, invoice processing, reconciliation reporting, account transfers, system requests, and site visits.

• Maintain an understanding of patient accounts, revenue cycle operations, insurance billing, collections, state collection laws, and FDCPA requirements.

• Perform duties of a Patient Contact Center Representative, which includes accepting calls, collecting outstanding balances, offering payment plans, reviewing and correcting account balances, and documenting account actions.

⛳️ Requirements

• CPAR Certification is mandatory.

• A High School Diploma is required.

• A minimum of five (5) years of experience in collections, hospital, or business office settings.

• A solid understanding of Revenue Cycle processes and objectives.

• Proficiency in personal computing, including all Microsoft Office programs and relevant Revenue Cycle systems.

• Strong problem-solving abilities with a keen attention to detail.

• Exceptional customer service skills.

• Excellent verbal and written communication abilities.

• Capability to work independently within established guidelines.

• Ability to adapt swiftly to changes in a fast-paced, demanding environment.

• Comprehensive understanding of the Patient Complaint Management System.

• Familiarity with automated dialer systems.

• Ability to prioritize, organize, and coordinate daily tasks effectively.

• Capacity to serve as a resource for Revenue Cycle staff from pre-services through collections.

• Knowledge of insurance practices, patient billing, and collections.

• Advanced understanding of state collection laws and the Fair Debt Collection Practices Act.

• Ability to execute duties of a Patient Contact Center Representative.

• Proficiency in reading, writing, reasoning, conversing, and using a keyboard.

• Ability to lift and carry up to 20 lbs occasionally.

🏝️ Benefits

• Equal Opportunity Employer.

• Commitment to employee investment and support for personal and professional aspirations.

• Opportunities for staff development.

• Support for attendance and maintaining a positive attitude in accordance with facility policies.