Senior Customer Service Lead

2 weeks ago


San Antonio, Texas, United States South Texas Radiology Group Full time
Job Title: Senior Customer Service Lead

Department: Customer Service

Location: San Antonio, Texas (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 role serves as a backup for the payment processing lead, ensuring seamless operations.

Key Responsibilities:
  • Adhere to company policies and procedures consistently.
  • Provide training and support for various roles, including:
    • Customer Service Representative
    • Payment Posting Specialist
  • 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 assessments 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, focusing on issues such as CSR reviews, incorrect addresses, and virtual credit card transactions.
  • Report any discrepancies or errors to the manager promptly.
  • Establish standards for departmental tasks.
  • Maintain strict confidentiality of patient information in compliance with company policies and HIPAA regulations.
  • Perform additional duties as necessary.
Supervisory Responsibilities:

None

Qualifications:

Minimum of one year of experience in insurance billing; familiarity with basic arithmetic; ability to operate standard office equipment. At least one year of experience in a medical or health insurance environment is required. Proficiency in basic PC applications and experience in patient interactions are essential. Candidates must possess strong communication skills, both verbal and written, along with negotiation, organizational, and problem-solving abilities. Team leadership experience, the capacity to multitask, and the ability to thrive in a fast-paced environment are also necessary. 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 established full-time hours and any required overtime. Regular hours are defined as Monday through Friday, with additional hours as needed. All employees in this classification must meet these attendance requirements.

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