Customer Service Liaison, Team Lead

Responsibilities

• Evaluate self-pay and patient billing practices and propose improvements to billing processes and patient communication for both the health system and patients.
• Serve as a liaison between the external customer service agency and internal billing personnel.
• Work directly with patients, either over the phone or in person, to address complex billing concerns.
• Assess billing issues and develop solutions to reduce future escalations, collaborating with Financial Counseling and IT teams as needed.
• Provide system education to the external agency to support effective navigation and research of billing transactions.
• Analyze patterns and recurring issues within patient billing to identify frequent areas of concern.
• Collaborate with medical records, hospital billing, professional billing staff, and clinical department managers to research billing situations and achieve resolutions that are satisfactory for both the patient and the health system.

Qualifications

• Knowledge of healthcare billing arena.
• Experience with Google Sheets or Microsoft Excel.
• Ability to articulate and work with escalated patients in a calm professional manner.
• Ability to remain organized, professional, and focused while managing multiple priorities and deadlines.
• Proven ability to collaborate and communicate professionally with individuals at all levels of the organization, including physicians and senior leadership, using appropriate communication styles.
• Prior experience reviewing and analyzing operational or workflow processes and identifying documented opportunities for improvement.
• Experience in a lead, supervisory, or coordinator role with documented responsibility for overseeing the work of team members.