Lead, Customer Service

Responsibilities

• Works on Held Sales report, Rx Expiration reports, Prior Authorization Expiration reports, Turning 65 reports, and Customer Billing Survey report to reduce held sales in underperforming centers.
• Answers incoming calls and determines appropriate actions.
• Processes Held Sales reports by contacting customers, insurance providers, physicians' offices, and coordinating with regional accounting office.
• Manages mail and courier packages, responding to internal inquiries.
• Keeps abreast of equipment, compliance, insurance coverage, and carrier policies.
• Understands paperwork and internal reports related to the position.
• Checks employees' task assignments and status daily.
• Reports weekly Held Sales decreases and progress to supervisors.
• Trains new employees and communicates policy updates to the team.
• Serves as the primary point of contact for team members and assists with work-related issues and patient account queries.
• Maintains adherence to phone procedure and break schedule.