Job Functions, Duties, Responsibilities and Position Qualifications:

Position Summary:

The Accounts Receivable Customer Care Team Lead 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.

Essential Functions:

• 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.

Skills:

• Knowledge of computer technology and terminology
• Ability to type and demonstrate 10 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

Job Qualifications:

Required:

• High School diploma or GED
• Typing (min 35 wpm) and 10 Key

Preferred

• 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

License Certification:

• N/A

Physical Capabilities:

• 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:

Work Shift:

Company:

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.