Wellstar is looking to improve the efficiency and effectiveness of their Customer Service and Revenue Cycle functions by ensuring adherence to benchmarks, analyzing failures, and implementing corrective actions. This role aims to optimize call center operations, improve patient data accuracy, and maximize productivity.
Requirements
- InContact
- Call Center Systems
- Reporting Applications
- dialer management program
- payment automation
- statements
Responsibilities
- Subject Matter Expert (SME) in managing InContact Dialer/ Call Center Management System and performing Quality Assurance for the Customer Service team as directed by the Customer Service Management.
- Responsible for the daily readiness of call center automated dialer application including creation and optimization of inbound and outbound services, production of daily reports, troubleshooting of production issues within In Contact and minimization of system downtime.
- Oversees predictive dialer functions such as daily upload/ download procedures, building and scheduling services, schedule adherence, service monitoring and call center production standards.
- Performs and maintains testing of dialer systems and applications to assure department objectives are met and to maximize productivity through call handling efficiencies, system uptime, staffing levels, reporting and analysis.
- Retrieve daily dialer files to be loaded into dialer management program and verify validity and accuracy of those files.
- Prepare and analyze operational reports from all user systems to include the dialer management program, payment automation and statements.
- An employee in this position performs technical duties in operating a variety of computer systems including InContact, Call Center Systems and Reporting Applications.
Other
- High school diploma Required and college degree Preferred
- Minimum 5 years experience in healthcare revenue cycle or related experience Required
- Complies with all Wellstar Health System policies, standards of work, and code of conduct.
