Customer Service Supervisor

2 months ago

Valley Park, Missouri, United States RAYUS Radiology Full time

RAYUS now offers DailyPay Work today, get paid today

RAYUS Radiology, formerly Center for Diagnostic Imaging and Insight Imaging, is looking for a Customer Service Supervisor to join our team. We are challenging the status quo by shining light on radiology and making it a critical first step in diagnosis and proper treatment. Come join us and shine brighter together As a Customer Service Supervisor, you will manage the Customer Service Department to include supervising the staff and day-to-day operations to ensure accurate and timely response to all incoming business office calls, completion of correspondence/documentation, auditing quality assurance of calls, and distribution of business office mail. This position is also responsible for meeting department goals and maintaining/updating written policies and procedures.

This is a full-time position working 40 hours per week; shifts are Monday through Friday, 8:00am - 6:00pm.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Fosters an environment where customer service is a priority by believing in and practicing The Experience

(60%) Customer Service Leadership

  • Manages the hiring and training of new Customer Service Specialists
  • Initiates and participates in staff performance evaluations, compensation and development of associates including performance improvement plans, disciplinary actions and/or terminations
  • Defines job responsibilities and sets priorities of the Customer Service Specialists
  • Manages department schedule to ensure appropriate staffing
  • Performs weekly quality assurance audits and provides feedback, including coaching and training to the Customer Service Specialists
  • Leads regular staff meetings and associate 1:1s
  • Monitors and approves time cards

(20%) Customer Service Department Functional Excellence

  • Monitors and tracks department phone statistics and quality customer service
  • Manages phone queue to ensure all calls are answered timely and engages other departments to assist with phone coverage as necessary
  • Researches missed discounts, duplicate charges, reverse collection decisions and insurance denials
  • Researches backlog of incomplete or past-due associate tasks and responsibilities, resolves problems, and implements and communicates solutions to the Director, Revenue Cycle Operations
  • Communicates effectively with various departments within the Revenue Cycle Management group and clinics

(15%) Customer Service Administration Support

  • Assists clinics, referring doctors, attorneys, insurance companies, and patients/responsible parties with general questions
  • Researches explanation of benefits (EOBs) and/or denials in imaging system in order to assist patients and explain balances
  • Handles escalated calls from patients and/or insurance providers when necessary
  • Ensures all business office voice mail and email is responded to in a timely manner
  • Routes telephone calls and mail to appropriate department and/or Account Representative for follow up on problem accounts
  • Calls referring doctors, patients, insurance companies, attorneys to get updated patient demographic and/or insurance information
  • Faxes itemized statements and letter of protection (LOPs) to attorneys by request ensuring proper authorization is on file
  • Updates billing system to include updated patient demographic information

(5%) Performs other duties as assigned

Required:

  • High school diploma or equivalent
  • 3-5 years medical business office experience required including knowledge of various payors; understanding of contractual discounts
  • Microsoft Office Suite experience
  • Proficient with using computer systems and typing

Preferred:

  • Associate's or Bachelor's degree
  • Previous NextGen/Cerner experience
  • Previous supervisory experience
  • Ability to speak Spanish or bilingual

RAYUS is committed to delivering clinical excellence in communities across the U.S., driven by our passion for and superior service to referring providers and patients. RAYUS Radiology is built on our brilliant medicine, brilliant team, brilliant technology and services - all to provide the highest level of patient care possible. We bring brilliance to health and wellness. Join our team and shine the light on Radiology Services

RAYUS Radiology is an EO Employer/Vets/Disabled.

RAYUS now offers DailyPay

Rayus is an equal opportunity employer; applicants are considered without discrimination with regard to race, color, religion, sex, national origin, age, disability, veteran status or other statuses protected by state, local or other applicable laws. This policy extends to all aspects of employment, including recruitment and hiring.

Rayus and its associates have an employment relationship, which is known as employment-at-will. This means that either Rayus or an associate has the right to terminate the employment relationship at any time, for any reason with or without cause or prior notice.

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