• Family Account Specialist

    Job ID 2019-34001
    Area of Interest
    Insurance Processing
    Location Name
    Roosevelt Commons
    FTE/Hours per pay period
    1.0 FTE (80 hours per bi-weekly pay periods)
    Work Status
    Regular
    Department
    Revenue Cycle
    Shift
    Day Shift
    Primary Location : City
    Seattle
    Primary Location : State/Province
    WA
  • About Us

    Hope. Care. Cure. These three simple words capture what we do at Seattle Children’s –- to help every child live the healthiest and most fulfilling life possible. Are you ready to engage with a mission-driven organization that is life-changing to many, and touches the hearts of all? #HOPECARECURE

     

     - Family Account Specialist -

     

    Our founding promise to the community is as valid today as it was over a century ago: we will care for all children in our region, regardless of the families’ ability to pay. Together, we deliver superior patient care, advance new discoveries and treatments through pediatric research, and serve as the pediatric and adolescent, academic medical center for Washington, Alaska, Montana and Idaho – the largest region of any children’s hospital in the country.

     

    In 2019, U.S. News & World Report once again ranked Seattle Children’s among the nation's best children's hospitals – for the 27th year in a row. We received national rankings in all 10 specialty areas evaluated by U.S. News & World Report, and are honored to be the only pediatric medical center in Washington to be ranked.

     

    As a Magnet designated institution, and classified among America’s best large employers by Forbes, we recognize the importance of hiring and developing great talent to provide best-in-class care to the patients and families we serve. Our organizational DNA takes form in our core values: Compassion, Excellence, Integrity, Collaboration, Equity and Innovation. Whether it’s delivering frontline care to our patients in a kind and caring manner, practicing the highest standards of quality and safety, or being relentlessly curious as we work towards eradicating childhood diseases, these values are the fabric of our culture and community. The future starts here.

    Overview

    Maintain and continue to develop an expert level of knowledge about Revenue Cycle billing and authorization processes for Seattle Children’s Revenue Cycle Hospital, Professional and Specialty lines of business such that timely, accurate and professional customer service can be provided to callers (patient families, internal contacts, community members) seeking assistance with a breadth of inquiries from a primary phone line. The majority of callers should be assisted to their satisfaction without the call needing to be transferred to someone else to respond.

    Requirements

    Required Education/Experience:
    - High school graduate or equivalent.
    - Minimum of two years relevant experience on a Revenue Cycle team at Seattle Children’s or a prior employer.
    - Demonstrated competency of Revenue cycle terminology and concepts.
    - Excellent English language skills.
    - Experience with a multi-line phone environment.
    - Demonstrated competency using Epic and Microsoft Office system applications.
    Or, completion of the Seattle Children's Revenue Cycle Coordinator program.

    Preferred:
    - 3 years or more relevant experience on a Revenue Cycle team at Seattle Children’s or a prior employer.
    - Medical coding or terminology experience.
    - Bachelor’s degree or certified medical billing credential such as CPAT.
    - Basic project management experience.

     

    What you'll do:

     

    Follow standard work processes and policies for all associated work while providing excellent customer service to internal and external customers. Assist with team development of the processes and policies based on experience:


    - Caller concerns are listened to and verified to ensure the response and resolution is appropriate.
    - Family or customer concerns or questions are pursued until the issue is fully resolved.
    - Work is thoroughly and consistently documented.
    - Tools and resources (e.g. payer websites) are appropriately used .
    - Concerns are escalated when needed through appropriate internal and external channels.
    - Participation actively occurs in daily huddles, team meetings and ad hoc discussions.
    - Team process improvements and objectives are identified and supported, including backing up team members as needed.
    - Collaboration with departmental staff and leaders appropriately occurs.


    Build a depth of knowledge and maintains a strong understanding of all business processes of the Revenue Cycle. Continuously share information between teams. Serve as a resource for questions from team members and colleagues.


    Acts as a role model for identifying CPI opportunities, process improvements and waste reduction. Assist in implementing continuous improvement initiatives.


    Maintain excellent standing with other Revenue Cycle teams; Foster excellent interoffice communication with other Revenue Cycle teams.


    Complete other tasks as assigned when phone call volume is low.

     

    Our Commitment to Diversity

    Our community welcomes diverse experiences, backgrounds, and thoughts as this is what drives our spirit of inquiry and allows us to better connect with our increasingly diverse patients and families. Our organization recruits, employs, trains, compensates, and promotes without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

     

    The people who work at Seattle Children’s are members of a community that seeks to respect and celebrate all the qualities that make each of us unique. Each of us is empowered to be ourselves within this community, which cultivates and promotes equity, diversity, and inclusion at all levels.

     

    Seattle Children’s is proud to be an Equal Opportunity Workplace and Affirmative Action Employer.

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