Customer Service Representative Team Lead

Position Status:
Full time
Shift:
First Shift (Days - Less than 12 hours per shift) (United States of America)
Hours per week:
40
Job Information
Exemption Status: Non-Exempt

A Brief Overview
The individual in this role is a key member of the Customer Service management team responsible for assisting the Customer Service supervisor in supervising day to day customer service representative activities during assigned hours and assisting in the communication of customer service information to other areas in the department. The incumbent is a resource person providing education, guidance and direction to customer service staff during assigned shift, while also, under direction, responsible for professionally interacting with customers including patients, physicians and other staff members to thoroughly and promptly research and resolve all inquiries and customer service problems. In addition, assists with other duties as assigned. The incumbent is responsible for training new customer service reps, providing continuing education to the customer service staff and as a consultant for the staff's technical questions and completing customer service functions following established policies and procedures. These activities are completed following established policies and procedures, and in compliance with Joint Commission, Medicare, Payer contracts, HIPAA, regulatory agencies and the organization's Code of Conduct.

Education Qualifications

• High School Diploma / GED Required

Experience Qualifications

• 5 years Heath care financial services Required

What you will do

• Supports and upholds the organization's philosophy of customer service. Exhibits a positive attitude with a professional and pleasant demeanor when communicating with all customers and providing information. Consistently uses diplomacy and respect both in person and when using the telephone, and performs effectively and professionally under stressful conditions.
• Attends and participates at departmental team meetings, work-groups and other organizational educational programs. Accommodates and supports the changes required to meet departmental and organizational goals and customer needs.
• Understands technical primary and secondary billing requirements for third party payors and contracts. Understands the Medical and Clinical services provided by the organization.
• Assist supervisor with daily activities and reports educational needs for staff in a timely manner. Effectively functions as liaison between team, other team leaders, PFS management, physicians or other departments within the organization. Respects confidentiality rights of team members as it related to counseling, evaluations, etc. Assist team to diagnose and solve computer software issues. Assists Supervisor in reviewing and maintaining appropriate policies and procedures.
• Assists Supervisor with day-to-day operations of the department and leads department in Supervisor's absence.
• Ensures customer concerns are processed in compliance with organization's policies while maintaining the highest level of patient and employee rights, including confidentiality of patient information and personnel issues.
• Thoroughly and promptly researches customer inquiries for proper resolution. Promptly follows up with appropriate parties to effectively resolve customer questions and problems.
• Accurately calculates and communicates patient and insurance liabilities for all payer types. Negotiates financial resolution through proper sequencing of resolution options and the patient's ability/willingness to pay.
• Reads and comprehends correspondence from government and third-party payors to keep abreast of new regulations, policies and billing and payment requirements.
• Identifies and notifies management of customer service issues and potential process/system problems that cause billing and payment errors and assists in improvement implementation as requested.

Required for All Jobs

• Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health
• Performs other duties as assigned

Patient Facing Options

• Position is Not Patient Facing

Remote Work Guidelines

• Workspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards.
• Stable access to electricity and a minimum of 25mb upload and internet speed.
• Dedicate full attention to the job duties and communication with others during working hours.
• Adhere to break and attendance schedules agreed upon with supervisor.
• Abide by Stormont Vail's Remote Worker Policy and will review and acknowledge the Remote Work Agreement annually.

Remote Work Capability

• Hybrid

Scope

• No Supervisory Responsibility
• No Budget Responsibility No Budget Responsibility

Physical Demands

• Balancing: Rarely less than 1 hour
• Eye/Hand/Foot Coordination: Rarely less than 1 hour
• Feeling: Occasionally 1-3 Hours
• Grasping (Fine Motor): Occasionally 1-3 Hours
• Grasping (Gross Hand): Occasionally 1-3 Hours
• Handling: Occasionally 1-3 Hours
• Hearing: Continuously greater than 5 hours
• Repetitive Motions: Occasionally 1-3 Hours
• Sitting: Continuously greater than 5 hours
• Standing: Occasionally 1-3 Hours
• Talking: Continuously greater than 5 hours
• Walking: Rarely less than 1 hour

Working Conditions

• Other Atmospheric Conditions: Rarely less than 1 hour

Stormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications: race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment.

Retaliation is prohibited against any person who files a claim of discrimination, participates in a discrimination investigation, or otherwise opposes an unlawful employment act based upon the above classifications.

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