Customer Service Manager

Join Our Team at Peachtree Orthopedics and Help Others "Get Better"

At Peachtree Orthopedics, we're on a mission to make a difference in healthcare, and we're looking for dedicated individuals to join our team. With nine convenient offices across Greater Atlanta, we're committed to providing top-notch care and your skills and passion can make a real impact. We're not the largest practice in Atlanta, but we take pride in delivering dedicated and compassionate care to everyone who walks through our doors. If you're ready to be part of a team that values your contribution and offers room for growth, consider joining us in our mission to help others "Get Better."

Our Culture

Peachtree Orthopedics has a rich history of 70 years in business and has earned recognition as a Top Workplace by the Atlanta Journal Constitution for five consecutive years. We take pride in our family-oriented, dedicated, passionate, and hardworking culture. When you join our team, you become a part of a community that values excellence in healthcare while working in a supportive and nurturing environment.

Why Choose Peachtree Orthopedics?

At Peachtree Orthopedics, we offer more than a job; we offer an opportunity to be part of something extraordinary:

• Limitless Growth:Propel your career with abundant professional development opportunities within our dynamic organization
• Empathetic Culture:Immerse yourself in a supportive, lively work culture that values your well-being and celebrates your contributions
• Dedication to Excellence:Join a team of like-minded individuals who share your commitment to delivering top-notch care to our cherished patients
  
  

Your Impactful Role

• Responsible for leading our customer support operation and managing a high-performing customer service team. Includes patient billing questions, patient balances, statements, and collection accounts
• Develop and execute customer service strategies that align with company goals and enhance customer satisfaction
• Lead, mentor, and inspire a team of patient service representatives
• Establish performance metrics, monitor KPIs, and drive continuous improvement
• Implement best practices and innovative solutions to improve customer support processes
• Effectively resolve escalated patient billing issues with the highest quality of customer service
• Analyze customer feedback and data to identify trends and areas for improvement
• Drive initiatives to enhance customer retention and loyalty
• Oversee self-pay AR and aged accounts collections process
• Prepares and submits daily productive reports as required
• Analytical and critical thinking skills required
• Ability to perform duties under minimal supervision
• Completes annual compliance and regulatory requirements as applicable
  
  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Supervisory Responsibilities

Management and oversight of remote customer service team.

Qualifications

• High school diploma or general education degree (GED) required
• Minimum 5 years of medical billing and account follow up experience preferred
• Knowledge of ICD-10, CPT, HCPCS and the use of modifiers preferred
• Familiar with CMS 1500/UB04 claim form completion, knowledge of Medicare, Managed care and commercial insurance products and plans
• Knowledge of physician billing and /or collections
• Typing speed 55 wpm and the ability to use a calculator
  
  

Certificates, Licenses, Registrations

None required

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel; reach with hands and arms; and to talk or hear. The employee is occasionally required to stand, walk; and stoop, kneel, crouch, or crawl. These duties could require the ability to lift files, open file cabinets and bend or stand as necessary. The employee must occasionally lift and/or move up to 30 pounds. The employee will operate a keyboard, calculator, telephone, copy machine, computer and other office equipment as necessary. Specific vision abilities required by this job include close vision.

It is necessary to view and type on computer screens for long periods of time and to work in an environment which can be very stressful.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Must be able to deal with aggressive, hostile and sometimes irrational behavior of patients and family members and have the ability to respond to all patients in a calm and professional manner.

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