Customer Service Team Lead

About the role

Support the daily activity of the Customer Service Representatives and Correspondence Reps for all Hospital Based Outpatient databases.

Responsibilities

• Professionally and courteously provide a variety of patient and insurance services through mail, telephone, e-mail and personal contact in response to patient account inquiries.
• Maintain a more active role in fixing patient accounts in RT and reviewing reports to assist in quality control of patient accounts, specifically patient balances.
• Support and develop Customer Service Representatives in conjunction with Company Objectives.
• Work with Manager in recommending counseling and coaching for improved performance.
• Maintain knowledge of all functions and processes within the CS Team.
• Communicate and train team members on procedures and policies set by CBO Supervisor, Manager, Director and Sr. VP Patient Accounting.
• Abside by and enforce the CBO Policies and Procedures.
• Run dunning and collections process for all RT Databases.
• Scheduling and uploading statements for all RT databases.
• Delegation of returned patient mail and ACS reports to PAL staff.
• Creating monthly workbooks, spreadsheets, and compiling month end data.
• Answering, forwarding and logging incoming calls in the manner specified by the CBO Manager.
• Sorting, stamping, scanning, linking and forwarding incoming mail according to department protocols.
• Comprehending insurance and patient responsibilities in relation to account balances and billing.
• Resolving patient, center, and internal account inquiries, both verbal and written. Forwarding the inquiries to the Lead and members of the A/R team or appropriate supervisors as necessary if unable to resolve inquiry.
• Documenting the billing system concerning all verbal and written communication relative to the specific patient accounts.
• Assisting and supporting other departments and appropriate staff members as needed to successfully resolve patients account inquiries.
• Performing other duties and projects as assigned.
• Follow all HIPAA requirements as defined by Compliance Department.
• Work in RT to assist patients on calls and in downtime working reports/projects to assist PARS.

Requirements

• Good interpersonal, oral and written communication skills.
• Excellent problem solving skills.
• Ability to work independently.
• Proficiency in Windows based office technologies.
• High school diploma or GED required.

Preferred

• Minimum one year of computer experience.
• High call volume experience.
• Knowledge of indemnity insurance practices, contracts and managed care.
• Minimum six months to one year of customer service experience.

Skills

• Customer service experience from high call volume environments.
• Ability to overcome obstacles and work through complex sometimes stressful scenarios.

Benefits

N/A

Pay

$18.50/hr

Schedule

N/A