Responsible for client support of outreach accounts for Aurora Consolidated Labs (ACL) laboratory. Duties and responsibilities extend to external laboratory clients and co-workers in the Aurora Health Care System.

Coordinates and follows through on inbound telephone calls for the laboratory, following client services procedures.

Performs outbound telephone calls to clients following client service procedures. This includes client follow-up on all past due balances.

Ensures rapid and appropriate complaint resolution and documentation.

Maintains a working knowledge of all laboratory operations and databases of ACL, including Antrim, Sunquest and all other systems supporting client accounts.

Documents and updates Business Office system with all information received and actions taken.

Assists Field Service Representatives, Sales Representatives, and Collection Representatives with maintenance of existing accounts.

Assists with the development and maintenance of Client Service policies and procedures.

Acts as a resource for providing general direction and technical assistance to billing and other laboratory staff.

Applies all incoming cash to client accounts.

Instructs students and new caregivers as assigned.
Scheduled Hours
First shift M-F 6 hour days and potential rotation to the Aurora West Allis Medical Center to meet department needs.

Licenses & Certifications

None Required.

Degrees

High School Graduate.

Required Functional Experience

Typically requires 2 years of experience in client service in an insurance, utility or health care organization, particularly with handling inbound & outbound telephone support.

Knowledge, Skills & Abilities

Medical billing experience preferred.Excellent human relations skills.Strong analytical and organizational skills.Excellent oral and written communication skills as well as the ability to deal with many details pertaining to an issue.Computer experience with laboratory information systems, Windows, database, and word processing preferred. Interpersonal skills necessary to deal effectively with client service staff, all levels of management, and all external contacts including industrial clients, physicians, patients and the community. Demonstrates good decision-making skills.