Collections Specialist Team Lead

About the role

The Customer Service Lead oversees the day-to-day Early Out operations of teams involved in Customer Service follow up for select client group(s). This position ensures that healthcare accounts assigned from the client are billed and paid both accurately and promptly in accordance with applicable laws, regulations, Arstrat policies, and procedures.

Responsibilities

• Ensure performance, production, and quality targets are met or exceeded.
• Find, resolve, and escalate major issues and service failures that impede daily operations.
• Build and support a high-performance team committed to delivering quality and prompt service and promoting Arstrat as a premier service organization.
• Help ensure the protection of Arstrat customers through individual and team compliance with regulatory, legal, and audit standards.
• Maintain knowledge of healthcare requirements and practices under Arstrat and clients’ Corporate Compliance programs.
• Understand and follow all federal, state, and local healthcare requirements, as well as Arstrat policies and procedures.
• Manage team performance, production, and quality to ensure service level agreements and performance standards and metrics are met or exceeded.
• Assist in the preparation of monthly staff 1:1s resulting in increased productivity and engagement.
• Partner with clients to ensure highest quality service and successful resolution of client concerns.
• Manage and assist staff on systems and telephony requirements.
• Recommend, develop, and implement guidelines, policies, procedures, and processes to ensure prompt, correct, and compliant regulatory AR and insurance follow-up.
• Review and implement changes to guidelines, policies, procedures, and processes effectively and promptly.
• Monitor and ensure adherence to established guidelines, policies, procedures, and processes.
• Build and support a high-performance team by reviewing, coaching, and mentoring staff with an emphasis on responsibility and accountability.
• Partner with Education and Development to ensure a skilled and knowledgeable workforce.
• Establish and maintain effective working relationships with interdepartmental leadership, education and development, patient, client hospital staff, government, insurance company representatives, vendors, compliance, finance, decision support, contact management, and Arstrat’s officers, senior management, and staff.

Pay

$18.50 per hour, eligible for quarterly bonus.