General Statement of Duties:

Performs a variety of moderately complex reimbursement, consumer support, accounting, reporting, and data entry tasks.

Distinguishing Features of Work:

This position is directly responsible to the Controller.  The incumbent performs a variety of reimbursement, accounting, reporting, and data entry activities according to a prescribed routine and procedures, and as well as performs timely and engaging consumer supports within the agency’s Same Day Access model that involve routine as well as non-routine procedures.  The position requires maintaining consumer confidentiality, excellent interpersonal skills, the capacity for handling a high volume workflow that may involve competing demands, and the ability to adapt to new work procedures and new situations.  The incumbent must be able to interact positively with consumers and staff and be a team member.

This position is classified non-exempt under the provision of the Fair Labor Standards Act.

Major Essential Functions:

Conducts financial interviews, sets fees, collects fees, completes fee agreement forms and fee appeals, scans supporting documents, handles in-person and telephone inquiries regarding consumer accounts and outstanding balances, tracks pre-arranged payment agreements, and updates/verifies consumer financial information.  Follows up on all accounts on the Active Fee Appeal list. Provides excellent customer service to consumers, as well as displays a positive attitude, projects a welcoming, professional image, and shows considerable tact and appropriate judgment and actions in dealing with consumers.

Enters Infant & Toddler financial information in consumer’s eligibility and liability screen, including the monthly CAP. Follows up with the Infant & Toddler Systems Manager when changes occur in insurance coverage. Also, enters financial information for Children’s Mobile Crisis consumers.

Prepares and sends necessary correspondence/letters to consumers with crisis services, missing financial data, and overdue accounts. Monitors responses, follows up as necessary, and, if applicable, assists with subsequent collection procedures/activities;

May prepare miscellaneous consumer-related invoices. May follow up on DSS purchase order paperwork. Verify Medicaid insurance information when requested by case managers.

May Generates Set-Off Debt (SOD) report for Reimbursement Administrator approval; prepares letters of notification to taxpayer; and enters information in VA Department of Taxation as needed.

May assist with preparing and processing of monthly statements; updates consumer accounts if

mailing address changes or statement returned;

Performs weekly cash/check collection;

Manage petty cash for McNulty Center;

Maintains effective relationships with co-workers and consumers based on courtesy, compassion, and respect;

May back up other departmental functions or perform other duties and special projects as assigned, consistent with established operational policies and procedures.

Required Knowledge, Skills and Abilities:

Exceptional customer services skills; ability to maintain confidentiality; ability to interact positively with consumers, team members, and other staff; ability to use good judgment, exercise tact, and be courteous under sometimes difficult conditions; ability to perform detailed, accurate work; dependability; ability to understand and follow oral and written directions; ability to communicate effectively, verbally and in writing; ability to work as a team member, within the department and within the agency; ability to make decisions and initiate action based on established policies and procedures; ability to explain complex payment/billing issues in an understandable manner; excellent knowledge of office procedures and equipment; demonstrated knowledge of computer operations with basic knowledge of Excel and Word; ability to seek and use supervision appropriately; bilingual skills are preferred.

Minimum Educational Experience:

Completion of high school or GED, preferably supplemented by college or business school courses; plus two years of progressively responsible experience in relevant customer service work or  administrative support work, including reimbursement and third-party billing experience; OR any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.