Lead, Customer Service - 26-76

Job Description

To provide the highest quality world class service to members, providers, health plans, etc. via phone in the most professional and efficient manner. As leaders, assist Customer Service Management in improving the overall operations of the department and the performance of its individual members.

Job Responsibilities

• Aid customers by responding to inquiries and identifying/resolving issues regarding eligibility, benefits, claims, and authorizations; this includes triaging/routing appropriately and using multiple systems to locate information and document interactions.
• Aid teammates in the resolution of complex inquiries/issues and handle escalated calls.
• Aid Supervisor in improving the performance of team members by providing feedback and through training, coaching, etc. individuals, as directed.
• Aid Supervisors in managing the day-to-day operations of the call center and its representatives e.g. ensure schedule adherence, etc.
• Aid the Customer Service Management team in the selection of new team members e.g. interviewing.
• Aid training in facilitation of instructor-led courses and serve as a resource for representatives taking calls while in the classroom.

Additional Responsibilities

• Assist Supervisor in meeting department goals and completing projects/tasks.
• Provide insight on department trends, systemic issues, etc. along with suggestions for improvement.
• Other tasks/projects as assigned.

Required Experience

• Minimum 2 years of Customer Service call center experience required.
• Experience working in a healthcare setting.
• Working knowledge of Microsoft Office i.e. Excel, Outlook, Word.
• Proficient in handling medical claims and eligibility inquiries.
• Experience in dealing with various insurance types e.g. PPO, HMO, etc.
• Strong written and verbal communication skills.
• Proven ability to problem solve.
• Adapt at managing change, change agent.

Required Education

• High School diploma or GED required.

Additional Information

Salary: $27 - $31 Hourly

Hill Physicians is an Equal Opportunity Employer.