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RCO Customer Service Team Lead

3 months ago

Richardson, United States RCO E Campbell Full time
Job DescriptionJob Description

Responsibilities

Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, RadNet is Leading Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment, the core of RadNet’s success is its people with the commitment to a better healthcare experience. When you join RadNet as a Revenue Cycle Customer Service Lead, you will be joining a dedicated team of professionals who deliver quality, value, and access in the 21st century and align all stakeholders- patients, providers, payors, and regulators achieve the best clinical outcomes.

JOB SUMMARY

The Customer Service Lead responds to patient and other stakeholder (insurance payors, attorneys) inquiries, resolves issues and problems per RadNet policies and procedures, fulfills all compliance requirements to protect patient PHI, collect payments, and creates positive patient experiences and first call resolution. In this position you’ll provide direction, leadership, and support to a team of Customer Service Representatives in coordination with the Supervisor. You will assist with the management of workflow and take escalated calls as needed.

You will:

  • Responds to patient general inquiries, information updates and billing questions while resolving problems and concerns with accuracy and professionalism.
  • Updates patient demographics and insurance information as needed.
  • Reviews patient accounts to determine why there is an outstanding balance and effectively explain the details.
  • Processes payments over the phone from patients.
  • Negotiates payment arrangements with patients.
  • Explains insurance company's explanation of benefits (EOB).
  • Supports the coordination of breaks and PTO coverage and assign work and shift resources as needed to meet daily goals set by management.

If You Are:

  • 2 years of customer service experience.
  • 1 year of call center work experience.
  • Must have superior customer service skills; must be able to maintain a tactful demeanor, be compassionate, courteous, and helpful.
  • Excellent written and verbal communication skills.
  • Ability to research issues and provide solutions through advanced problem solving skills.

Ideal Candidate will possess:

  • Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
  • Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
  • Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
  • Follows OSHA regulations, RadNet and site protocols, policies and procedures.
  • Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.