Account Specialist - Customer Service Operations - Maitland at AdventHealth

Date Posted: 7/12/2019

Job Snapshot

  • Job Schedule
    Full-Time
  • Location:
    Maitland, FL
  • Date Posted:
    7/12/2019
  • Job ID:
    283397
  • Job Family
    Patient Financial Services
  • Travel
    No
  • Shift
    Day
  • Application Zone
    2-Legacy System
  • Organization
    AdventHealth Central Florida

Job Description



Account Specialist - Customer Service Operations - Maitland

AdventHealth Maitland seeks to hire Account Specialist who will embrace our mission to extend the healing ministry of Christ.



Facility Profile:

Established in 1908, AdventHealth is one of the largest not-for-profit healthcare systems in the country, caring for more than a million patients each year. The Maitland Office Plaza houses our highly skilled teams that support our hospital system including Marketing, Patient Financial Services, Revenue Management, the Credit Union and Human Resources. The Trickel Building, a two-story office structure, creates an atmosphere of health and healing, with a healthy-style café and quaint chapel. The main lobby is filled with lush greenery and a light trickle of water, creating a holistic environment.



Work Hours/Shifts:

8A to 5P; M-F



Job Summary:

Responsible for handling a high volume of inbound/outbound calls from patients to address inquiries and questions, handle complaints, troubleshoot problems, obtain accurate information and collecting on account receivables to protect the financial standing of AdventHealth. Interacts in a professional and timely manner with patients, physicians and other department staff to accomplish patient satisfaction. Adheres to AdventHealth Corporate Compliance Plan and to all rules and regulations of all applicable local, state and federal agencies and accrediting bodies. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.



Knowledge, Skills, Education, & Experience Required:

  • Uses discretion when discussing employee/patient related issues that are confidential in nature and acts accordingly
  • Is responsive to ever-changing matrix of hospital needs and acts accordingly
  • Excellent telephone etiquette
  • Excellent listening skills and problem solving techniques
  • Detail oriented and adaptability
  • Self-motivator, quick thinker in terms of dealing with difficult patient complaints
  • Ability to communicate professionally with an acceptable use of English and spelling
  • One year of collections and/or call center experience (Preferred)
  • High School diploma or GED) (Preferred)



Licensure, Certification, or Registration Required:

  • N/A



Job Responsibilities:

Demonstrates through behavior AdventHealth’s Core Values of Keep Me Safe, Love Me, Make it Easy, and Own it as outlined in the organization’s Performance Excellence Program.
  • Responsible for collecting and verifying patient demographic information for the purposes of ensuring timely collection to support the hospital financial goals.
  • Monitors, reports and performs collections activities for the purposes of collecting large balances owed to AdventHealth
  • Establishes payment arrangements and coordinates flow of Self-Pay accounts in a professional manner; has regard for dignity of all patients and family members
  • Communicates with responsible parties, as appropriate, ensures all internal efforts are exhausted prior to referring the account to an external agency
  • Maintains or exceeds performance and productivity standards, as it relates to the Predictive Dialer Statistics.
  • Maintains or exceeds collection standards/goals. Responsible for collecting on past due or delinquent accounts in order to bring current and consistently resolving favorably by collecting what is owed to AdventHealth.
  • Maintains or exceeds audit standards on established goals.
  • Responsible for participating in extensive collections and customer service training to support patient satisfaction targets.
  • Adheres to HIPAA regulations by verifying pertinent information to determine caller authorization level receiving information on account.
If you want to be a part of a team that is dedicated to delivering the highest quality in patient care, we invite you to explore the Account Specialist opportunity with AdventHealth Maitland and apply online today.



Job Keywords:

Account Specialist, Customer Service Operations, Maitland



Position Location:  Maitland
Job:  Patient Financial Services
Organization:  AdventHealth Central Florida
Primary Location:  US-FL-Maitland
Schedule:  Full-time
Shift:  Day
Job Level:  Entry Level
Education Level:  None
Travel:  No
Job Posting:  Jul 12, 2019, 11:53:28 AM

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