Team Lead, Customer Service (Remote)
2023-07-07$ads={1}
Organization
Shared Services Center - Nashville
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Location ANTIOCH, TN (Shared Services Center - Nashville)Full Time -
Department Business Office
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Field Finance and Accounting
Location ANTIOCH, TN (Shared Services Center - Nashville)
Department Business Office
Field Finance and Accounting
Full Time
Job Description
The Customer Service Team Lead position is responsible for providing subject matter expert guidance for assigned Customer Service team members. Additionally, the lead answers incoming calls within company established guidelines to provide prompt and courteous service to callers. They analyze patient accounts to ensure all necessary information needed is obtained and added to the account appropriately. They train new hires and provide assistance and education to customer service representatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Serves as resource to other customer service specialists
- Trains new hires to department standards and sets a positive example for other customer service specialists as it relates to job performance and expectations.
- Communicates with all parties in a professional manner and provides explanations regarding the account(s)
- Analyzes patient accounts for complete insurance information to ensure the filing of insurance is correct
- Contacts patients regarding payment arrangements on balance due accounts
- Processes patient care complaints, reviewing thoroughly and determining the need of escalating the complaint to a risk manager for review
- Answers incoming calls within company established guidelines to provide prompt and courteous service to callers
- Assists callers and or walk ins with questions on accounts either from the patient, payer or attorney
- Serves as a resource to assist patients with financial assistance options
- Researches account specifics to complete necessary follow up actions
- Documents timely, complete and accurate actions in ClaimIQ/DAR and Artiva/HMS
- Attends in-services, education sessions and department meetings as scheduled
- Takes escalated calls from patient, payer or attorney
- Other duties as assigned
QUALIFICATIONS
REQUIRED EDUCATION AND EXPERIENCE
- High School Diploma
- A minimum of three (3) years experience in healthcare revenue cycle with a focus on customer service/patient engagement activities.
- Knowledge of word processing software, spreadsheet software and email software
PHYSICAL DEMANDS
In order to successfully perform this job, with or without a reasonable accommodation, the following are outlined below:
- The Employee is required to read, review, prepare and analyze written data and figures, using a PC or similar, and should possess visual acuity.
- The Employee may be required to occasionally climb, push, stand, walk, reach, grasp, kneel, lift, carry, stoop, and/or perform repetitive motions. In addition, the Employee is required to frequently type and to sit continuously.
- The Employee is not substantially exposed to adverse environmental conditions and; therefore, job functions are typically performed under conditions such as those found within general office or administrative work.
