Lead Account Specialist, Coordinator of Credit Card Processing

Job Overview:

The Lead Account Specialist and Coordinator of Credit Card Processing's primary role is to oversee and support the work of Account Specialist and anyone processing credit card payments within the system. This individual is responsible for collaborating efforts with team members to resolve complex accounts and questions.  This position serves as a day-to-day resource for the team members and will report to Supervisors/Managers any issues that need resolved to help facilitate claim adjudication, and improve workflows. They will support team, process credit card payment files daily, support system wide team members taking payments responding via phone or email, train new hires, travel as needed, onboard new locations, communicate needs between TriHealth and vendor, password resets, create new user accounts. 

Payment posting experience required for self-pay systems. PersonaPay helpful. 

Job Requirements:

High School Degree or GED
3-4 years experience

Job Responsibilities:

Manages rounding daily with team members to stay abreast of any issues that need to be rectified daily.  Addressing these issues promptly with Supervisors/Manager to ensure expedite a resolution. Responding to credit card processing issues via phone or email.
Process electronic payment files daily, password resets, create new user accounts.
Assists with allocating responsibilities for special projects.
Oversees monthly reports to ensure team members are following policies and procedures with billing practices.  
Assist with Onboarding new locations and communicate needs between TriHealth and vendor.
Develops team members through group, as well as one-on-one training. Travel to new locations for training as needed.
Acts as a role model for professional conduct.


Other job-related information:

Indirect Report FTEs = 3-9

Working Conditions:

Climbing - Rarely
Concentrating - Consistently
Continuous Learning - Consistently
Interpersonal Communication - Consistently
Kneeling - Rarely
Lifting <10 Lbs - Rarely
Lifting 50+ Lbs - Rarely
Lifting 11-50 Lbs - Rarely
Pulling - Rarely
Pushing - Rarely
Reaching - Rarely
Reading - Consistently
Sitting - Consistently
Standing - Rarely
Stooping - Rarely
Thinking/Reasoning - Consistently
Walking - Occasionally

TriHealth SERVE Standards and ALWAYS Behaviors
At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following: 

Serve: ALWAYS…
• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
• Refrain from using cell phones for personal reasons in public spaces or patient care areas
Excel: ALWAYS…
• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
• Offer patients and guests priority when waiting (lines, elevators)
• Work on improving quality, safety, and service 
Respect: ALWAYS…
• Respect cultural and spiritual differences and honor individual preferences.
• Respect everyone’s opinion and contribution, regardless of title/role.
• Speak positively about my team members and other departments in front of patients and guests.
Value: ALWAYS…
• Value the time of others by striving to be on time, prepared and actively participating.
• Pick up trash, ensuring the physical environment is clean and safe.
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.
Engage: ALWAYS…
• Acknowledge wins and frequently thank team members and others for contributions.
• Show courtesy and compassion with customers, team members and the community