Customer Service Analyst

Job Summary

This position is responsible for providing patient financial services to the assigned projects via phone, email and/or written communications as well as assisting the supervisory staff with work flow management, training, mentoring, and coaching CSRs on job-related tasks. Under the direction of the Project Coordinator and Account Executive, the Customer Service Analyst has a blended role of reporting trends, the needs of the Customer Service accounts and department, working MyChart, taking and making phone calls, assisting Team Lead and staff and handling escalated calls that will often require complex problem solving skills and involvement of non-customer service staff, such as support reps, project managers and/or executives. The Customer Service Analyst is an efficient representative with quality performance on the phone, but showing leadership capabilities and serving as a subject matter expert on multiple projects and the adaptability needed to assist on any project at any time due to business needs. This position also participates in company-wide initiatives and communicates and carries that message to the staff.

Essential Functions

• Perform as a highly proficient customer service analyst, to include proactively monitoring work queues and assisting where needed
• Reviewing accounts and work queues for accuracy, providing review of account to CSRIII and above to ensure accuracy
• Remain current on PFSG SOPs and the content of project templates for assigned work groups
• Work email and correspondence according to the standards in place for the associated projects
• Be responsive to work direction provided by the leadership (Team Lead and above) as adjustments are required frequently to achieve our business goals
• Act as a point of escalation for your team and for any representative that may require assistance
• Train and mentor staff in effective customer service techniques, standard operating procedures, and project specific requirements
• Maintain high visibility to the staff and be available to assist when possible, lead by example and hold yourself to a higher standard as it relates to attendance, company goals, and policies
• Communicate concerns or observations, including company policy violations, to supervisors or the appropriate parties in a timely manner
• Arrive at work timely with good regular attendance in order to meet needs of coworkers, customers and clients
• Other duties as assigned in our team-oriented environment

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills, and Abilities

• Professional presentation with clear verbal communication, proper grammar and articulation
• Excellent listening, interpersonal, teamwork, problem-solving and research skills
• Ability to read and comprehend insurance and patient correspondence
• Highly-organized with ability to multi-task, work well under pressure with deadlines and work well in a fast-paced environment
• Good Microsoft Outlook, Excel, and Word skills
• Excellent documentation skills
• Ability to train and develop new staff members and have positive influence on the staff
• Demonstrated leadership, team work and time management skills
• Ability to adapt to changes quickly and maintain positive working relationship with staff, peers and leaders.

About the Company

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