Lead Customer Service Specialist

Key Responsibilities

• Serve as the primary resource for Patient Access and registration staff, providing guidance and support on registration, scheduling, and operational processes.
• Perform all registration functions, including patient registration, scheduling, insurance verification, and related patient access activities.
• Aid in onboarding and training of new team members, while providing ongoing education and support to existing staff.
• Maintain and update training materials, policies, and procedure manuals; communicate process updates and departmental information to staff.
• Identify and escalate operational issues, policy concerns, or workflow challenges to leadership, and assist in implementing solutions.
• Conduct quality assurance reviews and audit staff performance to ensure compliance with departmental standards and accuracy requirements.
• Assist in monitoring authorization denials and support process improvement initiatives.
• Provide input and feedback for employee performance evaluations.
• Support daily department operations by monitoring productivity, adjusting staffing coverage as needed, and ensuring operational goals are achieved.
• Demonstrate flexibility and adaptability to meet the needs of patients, staff, and leadership.
• Act as the department resource for software, system, and process-related questions, partnering with leadership to resolve issues and communicate solutions.
• Assist with employee recruitment efforts, including participation in interviews and candidate evaluations.
• Support special projects, reporting initiatives, and other administrative responsibilities as assigned.

Minimum Qualifications

• A High School Diploma or GED required.
• An Associate’s Degree preferred.
• One (1) year of experience as a Customer Service Specialist or in a related customer-facing role.
• One (1) year of Revenue Cycle experience within a hospital, healthcare, or medical office environment.
• One (1) year of clerical, administrative support, or customer service experience in a highly service-oriented setting.
• One (1) year of experience using computers, standard office equipment, and data entry/keyboarding applications.

Preferred Skills & Competencies

• Strong knowledge of patient registration, scheduling, and insurance verification processes.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Experience training, coaching, or mentoring team members.
• Ability to analyze data, identify trends, and support process improvement initiatives.
• Proficiency with healthcare information systems and Microsoft Office applications.