Lead, Customer Service

About the role

The Lead Customer Service Representative (CSR) focuses on reducing held sales by managing key reports: Held Sales, Rx Expiration, Prior Authorization Expiration, Turning 65, and Customer Billing Survey. This role supports center efficiency by addressing held sales issues and ensuring effective follow-up.

Responsibilities

• Answer incoming calls and determine required actions.
• Process Held Sales reports by contacting customers, insurance providers, physicians' offices, and reviewing with the regional accounting office.
• Handle mail and outgoing courier packages, including responding to internal information requests.
• Maintain up-to-date knowledge of equipment, compliance, insurance coverage criteria, and carrier policies.
• Understand and manage paperwork and internal reports.
• Utilize the AS-400 and CDR systems thoroughly.
• Check employees' task assignments and status daily.
• Report weekly Held Sales decreases and goals to the Centralized CSR Supervisor/Manager and RM/VPD.
• Daily work on Held Sales for assigned centers.
• Assist in training employees.
• Communicate policy and procedure updates to staff.
• Serve as the first point of contact for team members' questions regarding work functions and patient accounts.
• Monitor phone procedure compliance and adherence to break schedules.