Patient Support Representative Team Lead
2 weeks ago
Description
IntroductionLast year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As a Patient Support Representative Team Lead with Parallon you can be a part of an organization that is devoted to giving back
BenefitsParallon, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
- Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
- Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
- Free counseling services and resources for emotional, physical and financial wellbeing
- 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
- Employee Stock Purchase Plan with 10% off HCA Healthcare stock
- Family support through fertility and family building benefits with Progyny and adoption assistance.
- Referral services for child, elder and pet care, home and auto repair, event planning and more
- Consumer discounts through Abenity and Consumer Discounts
- Retirement readiness, rollover assistance services and preferred banking partnerships
- Education assistance (tuition, student loan, certification support, dependent scholarships)
- Colleague recognition program
- Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
- Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
Learn more about Employee Benefits
Note: Eligibility for benefits may vary by location.
Would you like to unlock your potential with a leading healthcare provider dedicated to the growth and development of our colleagues? Join the Parallon family We will give you the tools and resources you need to succeed in our organization. We are looking for an enthusiastic Patient Support Representative Team Lead to help us reach our goals. Unlock your potential
Job Summary and QualificationsThe Patient Support Team Lead is responsible for the training, support, day-to-day workflow, and inventory management of the Patient Support staff. This includes coordination with the department manager to ensure standards are met in accordance with department and organization policy. Additionally, this team member contributes to improving the processes and infrastructure of the department. Proficient in facilitation and interpersonal communication, this team member also consistently demonstrates skills in organization, prioritization, professionalism and coaching others.
What you will do in this role:
- Help ensure compliance with company and departmental policies and procedures
- Assist team members with questions and concerns
- Train new team members
- Train team members with new processes and procedures
- Work as a liaison between team members and other departments
- Monitor inventories and coordinate workflow to ensure department responsibilities are worked and resolved timely
- Assist Patient Support Specialists with difficult calls
- Receive transferred calls from the Patient Support Specialists when customer asks to speak with "Management or Supervisor"
- Perform root cause analysis, identify potential resolution, and escalate to management
- Ensure a positive customer experience by resolving escalated issues and complaints timely and in accordance with approved policies and procedures.
- Provide coverage as needed to appropriately manage department inventory and to meet team benchmarks and service level
- Coach Patient Support Specialists on approved policies and procedures, quality assurance measures, troubleshooting processes and proper customer service
- Creates a positive patient experience through listening, understanding, ensuring timely resolution or escalation, communicating in a friendly manner, and handling patients with a consummately professional attitude
- Help ensure department productivity and quality benchmarks are met
- Perform ad hoc quality reviews and audits as requested by management
- Complete special projects as assigned by management
- Communicate appropriately with department manager
- Assist manager with developing team goals and action plans
Qualifications:
- High school diploma or GED preferred
- Minimum one year related healthcare experience required, preferably related to Physician professional services billing.
- Minimum one year related experience working in a contact center environment required.
Parallon provides full-service revenue cycle management, or total patient account resolution, for HCA Healthcare. Our services include scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing. We also provide full-service revenue cycle management as well as targeted solutions, such as Medicaid Eligibility, for external clients across the country. Parallon has over 17,000 colleagues, and serves close to 1,000 hospitals and 3,000 physician practices, all making an impact on patients, providers and their communities.
HCA Healthcare has been recognized as one of the Worlds Most Ethical Companies by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.
"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.HCA Healthcare Co-Founder
Be a part of an organization that invests in you We are reviewing applications for our Patient Support Representative Team Lead opening. Qualified candidates will be contacted for interviews. Submit your application and help us raise the bar in patient care
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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