• Assists in monitoring call volumes to ensure achievement of service standards • Responsible for specialty accounts to include: high balance accounts, payroll deduction and long-term payment plan processing, deceased and estate accounts, bad address/held statement review, bankruptcy processing, and client (non-patient) billing and collections • Provides staff with support, answering questions and ensuring the team consistently provides accurate information and exceptional customer service • Responds as needed to escalated calls and serves as department liaison for systemwide Patient Complaint Management System • Assists with monitoring the team’s customer service skills, working with the Patient Contact Center leadership in identifying areas that require further development/training • Collect, analyze and summarize data and track trends from various performance and audit reports • Ensure that customers' questions and problems are resolved properly and quickly • Review and resolve complaints logged on SPRC complaint tool received by PCC staff and referred to PCC using NGHS complaint tool • Review specialty accounts for resolution and trending