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Customer Service Lead
2 months ago
Job Title
Customer Service Lead
Location
Jacksonville, FL 32256
Other Location
Oversee day to day operations of the Patient Customer Service team and perform all related duties of the Customer Service Representative to include but not limited to:
+ Answering multiline phone system
+ Handling medical billing/customer service inquiries telephonically and via email
+ Researching required information using available resources
+ Resolving customer/patient complaints and questions
+ Resolving discrepancies in patient accounts
+ Entering and updating new patient information into appropriate systems
+ Routing and escalating calls to appropriate resource
+ Processing insurance and patient credit card payments
+ Handling correspondence and returned mail
+ Setting up payment plans
+ Follows up patient calls and respond to voicemails
+ Correcting information on claims sent to outside agencies
* Develops patient contact center schedule to optimize phone coverage based on day of week and time of day historical volume
* Delegate task and responsibilities to patient customer service team members.
* Train and mentor patient customer service team members on systems and tools to deliver customer service
* Monitors call volume and contact center execution to published service levels for response time and abandonment rate.
* Maintain up-to-date knowledge of medical billings practices, regulations and policies.
* Assist in developing and implementing plans to improve call center operations and correctly identify deficiencies.
* Liaison to outsource partner. Provides orientation and training, monitors outsource services and troubleshoots issues.
* Participates in patient customer service meetings with CBO management.
* Performs, as needed, Billing system Administrator duties, to include:
+ Billing system set-up for new providers, insurance payers, locations, and other tables
+ Mapping of insurance payers, providers, and facilities from source system to the billing system
+ Monitor the flow of data between systems; troubleshoots and resolves issues with interface queues, mapping, and other.
+ Troubleshoot issues and seek corrective actions.
+ Coordinate with vendors and partners where needed.
* Performs other duties as required
* High school diploma required; Associates degree preferred
* Minimum of five (5) years of Billing Office experience to include two (2) years customer service experience required; or the equivalent combination of education and experience from which knowledge, skills and abilities are acquired
* Experience mentoring people or projects a plus
* Ability to read and comprehend simple instructions, read and write short correspondence, and memos
* Ability to effectively present information in small group situations to employees of the organization
* Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
* Ability to compute rate, ratio, and percent
* Advanced knowledge of medical billing principles and practices
* The ability to work independently and collaboratively on projects
* Strong data entry skills
* Multi-tasking and prioritization skills
* Excellent written and verbal communication skills
* Ability to recognize individual and system problems and to communicate them to the Business Manager
* Proficient knowledge of MS Outlook, Excel, Word, Access software, internet and web-based database programs
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