Reports To: Customer Support Manager
Status: Hourly/Non-Exempt
Hours: M-Th 8:00 – 5:00 pm; Fri 8:00 – 4:00 pm (40 hours per week)
Supervisory Role: None
Position Pay Range: $15.85 - $21.88
Benefits include: Medical, Dental, Vision, 401k with 5% company match, Paid Hours Off accrual of 3 weeks the first year starts immediately, 7 Paid Holidays, FSA, Group Discounts, Life & LTD, EAP
Position Will Remain Open Until Filled
We don’t fill positions, we hire individuals…
Our culture is important and ensuring we have the right staff is critical. We encourage employee growth, provide learning opportunities, and often promote from within. Are you dependable, empathetic, and have an excellent work ethic? If so, you might be a good fit for us!
About Healthcare Management
Healthcare Management (HCM) was formed in 1992 by a group of rural hospitals and healthcare organizations. This innovative and collaborative group of providers sought to take control of their bad debt collections and improve how accounts were collected in their communities. Their first step was to purchase A-1 Collection Agency and subsequently formed AR Services in 2001 to provide extended business office services. Today HCM is owned and governed by 20 rural hospitals and healthcare organizations in Colorado and Utah and provides services to over 150 clients.
Position Summary
Customer Support is responsible for engaging with customers and clients on behalf of AR Services and A-1 Collection Agency. This position supports clients by processing new business and resolving discrepancies / answering questions. This position also assists other internal departments with client and account related questions. The responsibilities encompass any client that utilize our services.
Essential Responsibilities:
- Process all new placements in ARS and A-1 systems. Notify clients of issues with accounts on new placements.
- PBX phone operator, distribute voicemails to proper department within HCM
- Assists walk in consumers with payments.
- Open and close office.
- Extract process to roll accounts from ARS to A-1.
- ARS and A-1 mail returns.
- Daily/Weekly Client return and comment files.
- Flip agencies in client systems.
- Receives and processes client requests by email or client line and follows up and ensures requests are completed to client satisfaction in a timely manner.
- Responds to internal requests for client source information using a variety of software applications and electronic health information systems.
- Assists in administrative functions as needed.
- Collaborates and coordinates with other departments within WHA & HCM to ensure delivery of phenomenal programs and services to members.
Knowledge, Skills and Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience
Associates degree (A.A.) or equivalent from a two-year college or technical school; or six months to one-year related experience and/or training; or equivalent of education and experience.
Computer Skills
To perform this job successfully, and individual should have knowledge of word processing software; spreadsheet software; internet software; client health information systems; Account/collection systems and contact management systems.
Language Ability
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organizations.
Math Ability
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
- Analytical - Collects and researches data.
- Attendance/Punctuality - Is consistently at work on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; soliciting customer feedback to improve services; Responds to requests for service and assistance; Meets commitments.
- Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds to requests for services and assistance; Meets commitments.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
- Problem Solving - Identifies and resolves problems in a timely manner; Works well in a group problem solving situations; Uses reason even when dealing with emotional topics.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Teamwork - Balances team and individual responsibilities; Puts success of team above own interests.
- Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.
