POSITION SUMMARY The primary responsibility for this position is to manage vendor inventories in excess of 21 million dollars in accordance with established vendor protocols while providing technical support to the customer service team and vendor on-site liaisons. This position also manages all incoming customer grievance/complaints for the billing office within strict turn-around-time requirements. This position requires a strong working knowledge of all customer service and vendor management duties as defined by the respective A&E tools for these positions. The responsibilities are performed primarily through contact with internal and external customers by phone, in writing, in person, and/or via correspondence handling. This position supports organizational goals by providing quality customer service, participating in performance improvement efforts and demonstrating a commitment to teamwork, Malcolm Baldridge expectations, accountability and cooperation. QUALIFICATIONS EDUCATION: High School Diploma is required. One or two years of college preferred. LANGUAGE: Bi-Lingual Spanish - preferred LICENSE/CERTIFICATION: EXPERIENCE: At least 2 years hospital business office experience or a minimum of 3 year experienced in the collection and customer service fields. Working knowledge of all types of medical insurance (Medicare, Medicaid, HMO, Blue Cross, etc.) and knowledge familiarity of basic medical terminology is also required. General working knowledge of third party payors, collection procedures and collection laws. Demonstrated excellent telephone communication skills. Customer service oriented, which includes the ability to interact professionally with internal and external customers, handle sensitive customer complaints/grievances in a confidential, respectful, and empathetic manner. Computer literacy is required. PERFORMANCE EXPECTATIONS The Vendor Management Representative possesses well-developed communication, interpersonal, time management/organizational skills and interacts effectively with all levels of the organization. Due to fluctuating work volumes and time sensitivity, the ability to multi-task and prioritize tasks daily is essential. This position demonstrates a strong commitment to internal and external customer service, and fulfills all educational requirements as defined by AtlantiCare and the position. WORK ENVIRONMENT Although the staff is not physically located in a hospital or clinic, visits to hospital facilities for meetings/education sessions may be required. This position requires near visual acuity, finger and hand dexterity; majority of time spent at desk/computer. This position requires walking, bending, reaching and stooping when accessing files and supplies. Position also requires the ability to occasionally lift up to 20 pounds. Works with equipment such as: computer, fax machine, printer, copier, ACD line equipment, STAR imaging/scanning software and several other software programs required to perform the day-to-day functions of the position. The essential functions for this position are listed on the Assessment and Evaluation Tool. REPORTING RELATIONSHIP This position reports to department leadership and may supervise incumbents as directed. The above statement reflect the general details considered necessary to describe the principle functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position.
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AtlantiCare is an Equal Opportunity Employer. M/F/D/V