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 decrease held sales in ineffective centers.
• Answers incoming calls and determines required actions.
• Processes Held Sales reports by contacting customers, insurance providers, physicians' offices, and reviewing with regional accounting office.
• Handles mail and outgoing courier packages, responding to internal requests.
• Keeps up-to-date on equipment, compliance, insurance coverage, and carrier policies.
• Understands paperwork and internal reports.
• Checks employees' task assignments and status daily.
• Reports weekly Held Sales decrease and goals to Centralized CSR Supervisor/Manager and RM/VP.
• Daily work on Held Sales in centers assigned to them.
• Aids in employee training.
• Communicates policy and procedure updates to staff.
• Serves as the first point of contact for team members' questions and assists with work functions and patient accounts.
• Maintains phone procedure compliance.
• Maintains adherence to break schedule.