Job Title	Resolution Specialist - Customer Service
Location	Lafayette, LA
Department	Corporate / Administrative & Support
FLSA Status	Non-Exempt
Shifts hiring	Full-time

ACS has an immediate opening for a Resolution Specialist - Customer Service.  This position is located at our Kaliste Saloom office.

The Resolution Specialist - Customer Service is responsible for monitoring daily call operations on CSR availability, complaint and inquiry resolution and related subjects, including other unit-specific needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Mission Critical role to provide on-call support M-F 8am-5pm CST to the department by responding to inquiries of patients, facilities, field staff, former employees, collection agencies, leadership, and administrators regarding complaints, payment negotiations, billing, and other issues.
• Analyze, monitor, and investigate complaints or inquiries, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution..
• Maintain detail information on customers inquiries, complaints or comments
• Support the Self Pay Collectors and Customer Service Reps on escalated calls from customers, insurance companies, facilities, etc
• Build sustainable relationships and trust with internal and external customer accounts through open and interactive communication
• Investigate and resolve identity theft, never been transported, and medical necessity cases, etc.
• Complete daily reports such as daily phone status and collection reports; Archived Person reports and Archived Person Invoice Activity reports. Submit unarchive requests as necessary
• Work closely with leadership with daily operations on CSR availability, complaint resolution and related subjects
• Phone coverage assistance as needed on live call tree
• Other duties and responsibilities, as assigned 
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QUALIFICATIONS:

• 5+  years of Medicare, Medicaid and/or Insurance Billing experience required, or 
• Bachelor’s Degree and 3+ years of Billing experience including ICD-10 coding
• Proficient in Google, MS Office Suite or related software 
• Understands HIPAA and Red Flag guidelines
• Problem-solving abilities
• Excellent communication and customer relation skills
• Familiarity with the Centers for Medicare & Medicaid Services regulations (ambulance)
• Demonstrate a strong work ethic and work independently
• Possess strong organizational skills
• Punctual with strong attendance history
• Ability to adhere to productivity goals, departmental and company guidelines, dress code, policy and procedures
• Excellent interpersonal skills and time management
• Maintain highest level of confidentiality

EOE/AA

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.