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Senior Customer Service Lead
2 months ago
Department: Customer Service
Location: On-site
Reports To: Manager, Customer Service & Payment Processing
FLSA Status: Non-exempt
Position Overview:
The Senior Customer Service Lead plays a pivotal role in overseeing the Customer Service department alongside the Payment Processing team. This position encompasses responsibilities such as managing incoming calls, training new staff members, and assisting the manager with call evaluations. Additionally, this individual will serve as the backup for the payment processing lead, ensuring seamless operations.
Key Responsibilities:
- Adhere to all company policies and procedures consistently.
- Provide training and support for various roles, including:
- Customer Service Representative
- Payment Posting
- Monitor client interactions to ensure timely responses and evaluate performance, providing constructive feedback.
- Assist patients with billing inquiries and address escalated complaints effectively.
- Collaborate with Supervisors and other Team Leads to resolve patient account discrepancies.
- Exhibit proficiency in creating spreadsheets, reports, and other documentation as required.
- Facilitate the refund process for credit card overpayments.
- Manage daily and weekly reporting tasks.
- Conduct weekly inventory checks and report any inefficiencies to management.
- Develop procedures aimed at enhancing departmental efficiency.
- Complete special projects as assigned by the manager.
- Conduct audits within the department, including reviews of CSR issues, incorrect addresses, and virtual credit card transactions.
- Report any discrepancies or errors to the manager promptly.
- Establish standards for departmental tasks.
- Maintain confidentiality of patient information in compliance with regulations.
- Perform additional duties as necessary.
None
Qualifications:
Minimum of one year of experience in insurance billing, with a solid understanding of basic arithmetic. Candidates should have at least one year of experience in a medical or health insurance environment. Familiarity with standard PC applications and experience in patient interactions are essential. The following skills are required: effective communication (both verbal and written), negotiation, organizational abilities, and problem-solving skills. Additionally, candidates should demonstrate leadership capabilities, the ability to multitask, and thrive in a fast-paced environment. A minimum of two years of experience in a call center setting is preferred.
Education:
High School Diploma or GED
Attendance / Work Schedule:
Consistent attendance is crucial for this role, including adherence to full-time hours and potential overtime as needed. This position requires availability during standard business hours, with additional hours on weekends or after hours as necessary. Employees in this classification must meet these attendance requirements.
