Mission Statement and Core Values

Athletico’s sole purpose is to provide exceptional, progressive, and cost-effective fitness, performance and rehabilitative services through personalized care that emphasizes education and prevention of future injury.  This is accomplished through building on our core values of patient/client satisfaction, accountability, teamwork and continuous improvement which are the foundation for our unique culture.

Position Summary

While providing the highest level of customer service, this position is responsible for timely response to guarantor or patient account inquiries around services rendered and the patient balance due. The position acts as a liaison between Athletico and its’ patients.  During low call volume times, this position is also accountable for collecting a portion of the account receivables and there will be metrics around these duties as well. Overall, this position ensures accurate and timely response to the  guarantor/patient and reimbursement from insurance companies, government agencies and patients.

• Answer all incoming patient calls with a smile and provide Best in Class customer service.
• Accurately analyze account activity in order to determine and communicate correct balances to the patient.
• Adhere to Athletico ‘One Call Policy’, resolve the patient inquiry or billing issue through to its completion with the patient.
• Maintain a high level of customer service via communication with patients, internal & external customers.
• Demonstrate the ability to listen to patient constructive feedback while maintaining composure and uphold Athletico’s CORE Values.
• Demonstrate the desire to be cross trained to better understand different financial class nuances.
• Demonstrate the ability to work independently in a high volume and fast paced environment.
• Exhibit a strong work ethic evidenced by the ability to understand and determine priorities, effectively manage time and develop work plans in order to accomplish tasks and/or projects.
• Demonstrate the ability to adapt to change; works as a team player in order to establish common goals
• Meet monthly and quarterly goals and metrics
• Communicate effectively with clinics to provide optimal support and to ensure account accuracy
• Maintain knowledge of current contracts by utilizing SharePoint and Athletico website.

Additional Duties and Responsibilities

• Attend department, Customer Service and Collection Team Meetings
• Perform other duties as required

Education and Experience:  The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High School diploma required
• Knowledge of Microsoft Office, including proficiency with Excel, MS Word and Outlook
• Must have prior collection experience
• Knowledge of healthcare billing/practice management systems  

Essential Qualifications:   To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrated ability to work effectively with both internal and external customers
• Demonstrated ability to make a clear agreement to get something done and take responsibility to achieve that commitment
• Demonstrated ability to develop personally and professionally
• Demonstrated ability to anticipates the needs of coworkers and proactively assists them to meet a common goal
• Demonstrated ability to analyze account activity in order answer patient questions and request refunds if necessary
• Proven ability to clearly organize and effectively convey information
• Proven skill to work independently in a fast-paced environment
• Proven ability to be detail-oriented and ability to look for potential challenges while executing daily processes
• Demonstrated ability to understand and determine priorities, effectively manage time and develop work plans in order to accomplish tasks and/or projects

Language Skills

• Ability to read, write and speak English proficiently

Physical Demands:  The physical demands describe 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 function.

• Specific vision requirements include the ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus
• While performing the duties of this job, the employee is regularly required to talk and hear
• Possess the ability to fulfill any office activities normally expected in an office setting, to include, but not limited to:  remaining seated for periods of time to perform computer based work, participating in filing activity, lifting and carrying office supplies (paper reams, mail, etc.)
• Frequently required to stand, walk, sit, use hands to feel, and reach with hand and arms
• Occasionally lift and/or move up to 20-25 pounds 
• Fine hand manipulation (keyboarding)