LEAD CUSTOMER SERVICE REP- RBO Full Time Days

3 weeks ago

Knoxville, United States East Tennessee Children's Hospital Full time
BASIC PURPOSE OF THE JOB

To lead daily operations for the Customer Service area and ensure staff are properly trained and following established policies and procedures.

REPORTS TO
  • Director - Business Office
JOB REQUIREMENTS

Supervisory Responsibilities: YES

Minimum Education: High School Diploma/GED

License/Certification Required: None

Minimum Work Experience: Hospital billing and collection experience preferred. Hospital or insurance contract experience preferred.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
  • Excellent customer service skills and ability to work well with a team required. Familiar with rules and regulations of CMS and other third party payers to ensure proper set up of contract and works with billing staff to ensure clean claims on first time submission. Ability to work with insurance companies to ensure timely payment of claims and address payment variances. Able to lead and train staff for optimum performance of team. Work with Contract team at time of contract renewals to address contract compliance issues. Comfortable in working with PC, file downloads, balancing skills. Able to problem solve. Accuracy of posting key to proper follow up of patient accounts
DUTIES AND RESPONSIBILITIES
  • Answers calls in a timely, courteous and professional manner: Remains calm in stressful situations. Takes time to listen to customer, asks how they would like the situation handled. Treats all customers with respect. Supplies Financial Application, when appropriate.
  • Responds to customers within 24 hours; if unable to solve will give customers an update wtihin 24 hours. Works return mail within 24/48 hours of receipt and sends new statement to guarantor. Works bankruptcies within 24/48 hours of receipts per office policy. Sets up patient payments following established guidelines and makes calls when payments promises are broken. Works close with offices to ensure timely placement with collection agencies. Works credit balances in a timely manner. Creates notes that are of a nature they can be shared with the customer or appropriate for use in a legal document.
  • Attends all required safety training and CBL requirements: Attends all educational programs as needed. Practices safe lifting and body mechanic procedures. Maintains a safe and clean work area. Can answer questions related to training and/or knows where to find information for all safety training
  • Provides teachable moments for all staff and coworkers. Captures and e-mails screen prints to proper managers for follow-up and additional training. Specific examples will help assist in that process.
  • Provides daily leadership to team: Reassigns work as needed to meet the demands of the day. Maintains team schedule and follows the established process with manager to ensure proper coding of timecards in Kronos. Assists staff as needed. Assists/completes Annual Performance Reviews before date due out of respect for staff.
  • Leads by example: Serves as a role model for all staff in how work is completed; how to treat co-workers and families. Privately discusses with team mates when they see issues relating to showing respect and dignity to any of our customers or co-workers. Ensures privacy for staff when addressing work related issues or concerns
  • Works with team leaders/managers to strengthen processes and problem-solve issues. Manages all activities to ensure quality services are provided in an efficient and effective manner as observed by Manager/Director. Works to improve quality of services provided by the department.
  • Maintains professional composure and confidence during stressful situations
  • Maintains confidentiality of all hospital and patient information at all times as observed by management and peers: Will not discuss any patient information in public areas. Will not discuss any patient with friends, family who may call to ask about a child who has been here. Will only discuss other accounts with staff on a need to know basis to ensure payment of the claim or resolution of a problem. Only shares minimal information needed by others to perform the job. Will not view accounts of friends, family members unless requested by the person responsible for the bill. Will hand off to another team member when working an account that could be considered a breach of privacy by a neighbor, child, family members' child, etc.
  • Handles patient/family complaints in a confidential, timely, and professional manner: Calls are answered timely and families are given a response within 24 hours as observed by management. Takes initiative on the call to settle any disputes while on the call when possible. Always ends conversation with family after a complain or dispute with "is there anything else I can do for you today" as observed by management
  • Serves as the face of the Regional Billing Office. Actions should be professional at all times with all customers and works well with office team to problem-solve.
  • Works closely with collection agencies to ensure proper flow of accounts and to pull accounts back when needed.
  • Manages departmental human resources according to organization-wide policies and procedures to ensure quality services and promote positive employee relations: Establishes, maintains, interprets, and evaluates department policies and procedures that reflect the organization's standards. Employee performance appraisals are completed thoroughly and submitted on time. Documents incidents, problems, compliments, etc. in a timely and thorough manner. Follows HR policies to implement progressive discipline and corrective action, when necessary. Maintains effective and appropriate staffing by monitoring employee turnover, overtime, and absenteeism.
  • Creates training as needed for team/department to ensure current needs are met and encourages staff development and growth. Stays abreast of all third party procedures and communicates with staff and departments when changes are identified. Continuously displays a "can do" attitude within the department and across department lines to contribute to the overall focus on service excellence at the hospital.
  • Identifies problems, offers solutions, and communicates with Management as needed: Recognizes problems and works with team leader to come up with long-term solutions to solve the problems, as observed by management. Sees problems as an opportunity to problem-solve and improve work for team as observed by management. Talks openly with management to make aware of process issues and suggest training opportunities, process improvements for the department/team
  • Willingly accepts any other assignment that may be requested.
  • Manages departmental resources effectively and proactively initiates cost-saving measures. Utilizes hospital resources and time respectfully and accountably. Only requests what is needed to do the job.
  • Works as efficiently as possible to ensure best use of time in account resolution.
  • Puts patient and families first in all decisions.
  • Holds self accountable to collecting all dollars due from families, follows proper write off procedures
PHYSICAL REQUIREMENTS
  • Note: Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.
  • Light lifting, pushing and pulling is required for 10-20 lbs occasionally and frequent moving of objects of less than 10 lbs is required. Frequent sitting with some walking, standing, squatting, bending and reaching is required. Keyboard/computer use and/or repetitive motions may be required.


Come work where you can make a difference everyday.

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