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Care Coordinator Team Lead
4 months ago
Job Description Summary : Our mission of providing care to the world at a moment's notice is at the heart of everything we do. We are caregivers, first and foremost and we will be there when you need us. With more than 38,000 employees, Global Medical Response teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services around the world. We provide end-to-end medical transportation as well as fire services, integrated healthcare solutions and disaster response. JOB SUMMARY The Customer Service Team Lead monitors call center activities and performs customer service functions related to patient accounts. Provides recommendations to management to improve processes. Generates and/or utilizes productivity and other tracking reports. Oversees daily work production and delegates work assignments to staff. Serves as a resource to staff and backup to management. ESSENTIAL FUNCTIONS/DUTIES * Assign production work to department staff. Monitor activities of staff to assess schedule adherence, accuracy, quality, productivity, timeliness and compliance with job requirements, policies and procedures. Report updates to management. * Provide staff with direction per management's instruction or in management's absence. * Provide basic on-the-job training for staff and serve as a resource to address questions related to the policies, processes and procedures. * Provide feedback to management about an employee's performance, work behavior or training needs. * Resolve basic conflicts that arise as a result of workflow or procedures and report to management. Report and refer all employee grievances to management to address. * Receive employee time-off, schedule change or over-time requests in the absence of supervisor, but forward and defer to management. * Recommend to management the tools and resources needed in department. * Review QA audit findings. Provide feedback and guidance to team members when procedural errors are identified through the QA audit process. * Follow-up to ensure corrections and QA recommendations are implemented. * Monitor call center incoming calls and staff availability on phones via phone system software. Observe staff activity and direct Customer Service Representatives to go on "available". Take phone calls as needed for coverage. * Serve as point-of-contact for complaints or complicated accounts. Assist in resolving issues with accounts that are challenging to Customer Service Representatives. * Handle elevated calls and respond to customers by phone, e-mail or USPS. * Review adjusted and refund requests for accuracy prior to signing and forwarding to Cash department. Turn in adjustment sheet or route in system. * Review and approve the discount of disputed trips and payment plans. Work collection plan discounts. * Review stalled trips identified via the Accounts Receivable Billing System. Conduct a thorough review of account to identify what stalled and find resolution. * Ensure accurate transfer of trips to proper account when trip is keyed on wrong account. Merge accounts when there are duplicate records in the Accounts Receivable Billing System. * Work directly with outside offices and review customer disputes. * Work directly with outside collection agencies to settle accounts and recall disputed transports. * Participate in meetings with contracted facilities, and internal or external contacts as needed. * Delegate daily work assignments (e.g., correspondence) to staff via batches and document the amount that was assigned to each staff member. * Download, generate and/or distribute reports (e.g., call volume tracking of individual Representatives, "Que Status," "Stalled Report"). * In the absence of the supervisor, take calls and resolve issues. * Communicate with customers, facilities, operations and payors. * Assist management with review and approval of adjustments. * Monitor business calls via a call activity tracking system. * Scan documents (e.g., patient correspondence, misdirected mail) and e-mail to other billing offices. * Perform account transfers/merges. * Adhere to and comply with information systems security. Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems. * Adhere to all company policies and procedures. * Communicate a willingness to help others succeed. * Work in a spirit of teamwork and cooperation. * Convey a sense of competence and commitment. * Use initiative to learn new skills, enhance personal knowledge and improve communications. * Demonstrate an ability to communicate and work well with others (e.g., customers, facilities, Operations, payors). * Maintain excellent working relationships and communication with staff and management. * Mentor peers and department staff to meet production and quality standards. * Share workspace and resources as necessary. * Pass new-hire and department-specific testing, (e.g. data entry test and department specific aptitude testing). * Demonstrate flexibility in shifting daily priorities * Meet deadlines, working within tight time constraints. * Handle a large volume of work. * Effectively handle complex customer issues. * Provide employees with feedback that is accurate, objective, timely, constructive and diplomatic. * Evaluate workload, prioritize and distribute work assignments to staff, based on business need. * Prepare and/or analyze data and figures on reports and other sources. * Meet or exceed and sustain established standards for productivity and quality. * Perform other duties as assigned QUALIFICATIONS Experience: Three (3) years prior work experience with phone and customer service duties preferred. One (1) year experience in medical billing and coding, knowledge of Medicare, Medicaid, private insurance billing guidelines and/or prior medical billing experience required. Previous mentoring and/or supervisory experience preferred Education: Skills: * Medical transportation and billing processes. * Multiple Accounts Receivable Billing Systems (e.g., AmbPac, AmBillz, JAG and AM2000). * Terminology on a Patient Care Report (PCR), Hospital Face Sheet, and/or a Computer Aided Dispatch (CAD) Sheet. * Medical terminology and insurance terminology. * Process of signature and paperwork compliance. * Private/self-pay insurance billing guidelines. * Payor-specific requirements for Cash, Records, Coding, Private Insurance, Government and Contracts departments. * Distinctions between ALS/BLS/SCT/Wheelchair levels of service. * ICD-9 coding/condition codes and procedure codes. * HIPAA requirements. * Proficient with the Accounts Receivable Billing System and internet tools, (e.g., internet mapping programs, eligibility websites, address search engines). * Communicate effectively, (both orally and in writing) in English. * Train in a manner that is clear, thorough, pertinent, accurate, and consistent and is optimal for learning. * Perform basic arithmetic calculations with efficiency and accuracy. * Calculate figures and amounts such as discounts, interest and percentages. * Handle emotional callers with sensitivity and provide calming and objective resolutions. * Proficient with Microsoft Word and Excel. * Read and comprehend health insurance explanation of benefits. Credentials/Licenses: | Job Description :
WORKING CONDITIONS AND MENTAL/PHYSICAL REQUIREMENTS Working Conditions:
Physical Demands:
Mental Requirements: [e.g., Critical thinking skills with the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.]
GUIDING VALUES AND BEHAVIORS
Employee must consistently exhibit our guiding principles:
* Patient Care - We continually earn the privilege to care for our patients. It is at the forefront of everything we do.
* One Team - We respect each other and achieve together what no individual can alone.
* Innovation - We are driven to develop solutions that inspire progress.
* Vigilance - We will never waver in our commitment to safety and preparedness in the fulfillment of our duties.
* Ownership - We are accountable for what we do and take pride in how we do it.
* Citizenship - We are dedicated to being good stewards in the communities we serve.
REPORTING RELATIONSHIPS
Reports to: Customer Service Supervisor
Interrelationships: Operations Support; Dispatch
Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.
