Agency Billing Services Administrator I

Main Objective: Agency Billing Services is responsible for all billing related procedures for Arthrex Agencies and their personnel.  Receive and process requests from agency personnel including returns, credits and adjustments. Process issue orders that Agency is unable to submit electronically including Synergy and/or Capital Equipment, VIP and Arthroplasty issue orders.  Make adjustments to electronically submitted issue orders as required.  Collaborate with fellow billing analysts in resolving billing issues.  Work with team to improve and streamline processes.  Ensure Arthrex procedures and policies are being followed according to Arthrex Quality Management. 

Essential Duties and Responsibilities:

1. Professionally answer incoming phone calls and respond to emails from Agency offices and their personnel.
2. Support Agency personnel by providing special reports, processing returns requests and other various transactions in a timely manner.
3. Communicate and collaborate with Product managers, Regional Managers & Directors in resolving issues related to special billing requirements outside of the standard Arthrex pricing structure.
4. Process manual issue orders as required, including in depth research related to Synergy and Capital Equipment Issue Orders.
5. Processes Issue Orders related to transitioned Agencies and provide reports to Field Audit team to have exiting agency consignment inventory removed.
6. Assist AR in Processing consignment and serialized item related credits.
7. Analyze all no charge issue orders to ensure that they have proper approvals and that proper promo codes are applied.
8. Review all Issue Orders that are received for manual entry to ensure they have proper approvals for pricing anomalies.
9. Process daily Agency Instrument Credit Report.
10. Run daily VD Block Report.
11. Investigate daily PGI Report.
12. Process VIP bills, resolve VIP issues, and ensure all VIP related questions from Agencies are answered in a timely manner.
13. Process monthly reports, including PRO Code Agency billings and monthly Agency Freight Credit transactions.
14. Analyze processes and collaborate with team to identify opportunities for improvements and efficiencies.
15. Identify and report any non-compliant incidents to Agency Billing Supervisor or ABS/CSLR Manager.
16. Ensure Arthrex procedures and policies are being followed according to Arthrex Quality Management requirements.

Knowledge

• Develop and master a complete knowledge of industry products and billing practices, customer service skills, and quality standards.
• Develop and master a complete knowledge of Agency Billing Services procedures and best practices.
• Become knowledgeable of SAP and enhanced navigational skills within SAP.
• Basic knowledge of Excel and develop a basic knowledge of Winshuttle processes.
• Regularly participates in ABS Dept meetings.

Reasoning Ability

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to grasp concepts to apply and follow standard operating procedures to meet department objectives.

Discretion/Latitude

• Required to work as part of a team or individually.
• Develop the ability to self-review work for detail accuracy, consistency, and meeting objectives.
• Ability to provide quality customer service.
• Ability to document accurate notes in orders, referencing policies and procedures for detailed instructions.

Skills

• Ability to work in a multi-tasked based environment.
• Possess a high level of attention to detail.
• Develop Basic-Intermediate SAP Business system knowledge preferred
• Customer Service background required
• Coachable, Team player, self-motivated
• Work extended hours, at month, quarter and fiscal year ends
• Basic-Intermediate level of Microsoft Office, Excel, Word, PowerPoint and Outlook email experience.
• Develop the ability to work independently and effectively with internal and external customers.
• Develop the ability to verbally communicate ideas and issues effectively to other team members and management.
• Experience in high paced environment with the ability to manage multiple responsibilities concurrently.
• Basic-Intermediate Billing knowledge, Organization skills, ability to meet multiple deadlines.

Education/Experience

• High school diploma or equivalent required
• Bachelor’s Degree preferred
• 1+ years Customer Service experience required.
• Ability to develop a thorough knowledge of all aspects of the ABS processes & procedures.

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.