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Senior Customer Service Lead
2 months ago
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 and collaborating with the Payment Processing team. This position entails managing incoming calls, providing training to new staff, and assisting the manager with monitoring call quality. Additionally, this role serves as the primary backup for the Payment Processing Lead, ensuring seamless operations.
Key Responsibilities:
- Adhere to company policies and procedures consistently.
- Provide training and support for the following roles as necessary:
- Customer Service Representative
- Payment Posting Specialist
- Monitor client interactions to ensure timely responses and assess performance, offering 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 inefficiencies or trends to management.
- Develop procedures to improve departmental efficiency.
- Complete special projects as assigned by the manager.
- Conduct departmental audits, including reviews of CSR issues, incorrect addresses, virtual credit cards, and communications.
- Report any discrepancies or errors to management.
- Establish standards for departmental operations.
- Maintain confidentiality of patient health information in compliance with regulations.
- Perform additional duties as required.
None
Qualifications:
Minimum of one year of experience in insurance billing, with a solid understanding of basic arithmetic. A minimum of one year of experience in a medical or health insurance environment is required. Familiarity with 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. Leadership experience in a team setting, the capacity to manage multiple tasks, and the ability to thrive in a fast-paced environment are crucial. A minimum of two years of experience in a call center is preferred.
Education:
High School Diploma or GED
Attendance and Work Schedule:
Consistent attendance is a fundamental requirement of this position, including adherence to full-time hours and any necessary overtime. Regular hours are defined as Monday through Friday, with additional hours as needed. All employees in this role must comply with this attendance policy.
