The A/R Customer Care Specialist is responsible for answering calls and delivering quality customer service in the Sonic Healthcare USA Accounts Receivable Call Center. This position will field a high volume of calls and requires the ability to multi-task in a high-stress environment. Customer Care Specialists will provide accurate and timely information to clients, patients and to other Accounts Receivable departments as needed. All staff must adhere to all department policies and procedures.
Customer service duties include answering telephones politely and confidently for patients and others regarding billing inquiries and resolving billing issues.
Will meet the needs of AEL/CCPL/CPL/CPLSE patients and clients through professional communication.
Follow established policies and procedures for billing, documentation and overall customer service.
Identify problems that may affect the billing process or customer service and take appropriate action as needed, including supervisor notification.
Demonstrate efficiency by promptly fielding and prioritizing calls.
Track and monitor delinquent accounts to ensure account progress and consistent payment application.
Work with outside agencies on delinquent placement accounts as needed.
Report and refer seriously delinquent accounts to designated administrative leadership for potential service provider agreement default and cut-off.
Ability to stay focused and performs job duties efficiently and accurately.
Duties include but are not limited to the above mentioned responsibilities.
Perform other duties as assigned.
Knowledge of computer technology and terminology
Ability to type and demonstrate10 key proficiency
Perform duties in a timely and accurate manner
Maintain confidentiality of information
Ability to communicate effectively at all levels within the company
Must have positive phone demeanor and etiquette and remain fair and consistent to SHUSA and clients.
Possess effective work habits and the ability to build/maintain work relationships
Ability to read and comprehend English
Ability to work under deadlines
1 year experience in accounts receivable; prior work with client collections/customer service
Knowledge of federal and state collection laws and regulations
Customer service experience
Bilingual speaking skills/Spanish
Experience in multitasking environment
Light to moderate physical effort (lift/carry 5 to 50 lbs.)
Extensive computer work
Frequent, prolonged standing/sitting/walking
Reaching, stooping, bending, kneeling and crouching to handle/file documents
Manipulation of tools, objects and equipment: pushing, pulling, reaching (above shoulder height), grasping, pinching (thumb and forefinger) and twisting with hand and wrist
Frequent use of telephone and fax
Scheduled Weekly Hours:
1st Shift (United States of America)
Sonic Healthcare USA, Inc
Sonic Healthcare USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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