Customer Service Rep Lead

This position will support the goals and initiatives of the Self Pay Call Center while serving as an advocate for our patients by ensuring maximum collections and handling all inquiries in a customer focused manner for Renown Health.

This position is accountable for the review and resolution of patient inquiries that require additional escalation and research. This position is also responsible for compilation of such data as needed to identify areas for improvement. This position is asked to keep abreast of departmental issues and the need for revised/additional policies and procedures and/or training needs.

This position will be responsible for keeping overall service issues in mind while resolving individual cases. They will be called upon to identify themes and/or trends related to service and for recommend solutions to these issues.

High standards of courteousness, performance, diplomacy and respect for confidentiality are essential. This position has contact with all Renown Health departments/team members, patient/guarantors, and insurance companies.

The incumbent must be able to identify and resolve problems, set goals and priorities, and represent the department in a professional manner. This position shall participate in the quality improvement and change management process. In this process, they must utilize and apply quality improvement tools, e.g. flowcharting, root cause analysis, etc. This position indentifies potential or existing service related or operational issues for the purpose of increasing customer retention and satisfaction and quality opportunities for front line departments.

Under the direction of the Self Pay Call Center Manager and Supervisors of Business Office, the Customer Service Representative Lead is responsible for collecting maximum, targeted dollars on their assigned accounts in order to ensure the highest recoverability of self pay receivables. High standards of courtesy, performance, diplomacy and respect for our patients and their confidentiality are essential.

The major challenges of this position include dealing with patients/guarantors regarding their obligations in a diplomatic and professional manner. Customer Service Representative Lead must also be able to determine ability to pay vs. willingness to pay and route their accounts appropriately when needed. Customer Service Representative Lead must be able to understand and explain complex bill for ambulatory and hospital services. Customer Service Representative Lead must possess the ability to function efficiently, accurately, and pleasantly under pressure from a variety of individuals while remaining courteous and professional.

The Customer Service Representative Lead must be able to:

• Manage multiple priorities and consistently meet collection activity goals.
• Answer inbound phone inquires and places outbound calls to resolve outstanding self pay balances.
• Effectively handles all communications including telephone, mail, and email from patients/guarantors regarding their outstanding account(s).
• Review the Quality Assurance line and log for timely and appropriate resolution on any patient complaints or issues that are escalated to this public
• Effectively negotiates payments/payment plans and identifies accounts eligible to transfer to outside collection agencies.
• Create Action Plans for reported issues and provide timely resolution
• Identify and resolve problems, set goals and priorities, and represent the department in the absence of the Manager/Supervisor, as assigned.
• Provide ongoing training with new team members.
• Compile daily/monthly productivity/collection numbers of staff.
• Round with staff to ensure patient resolution is handled timely, take escalated calls, request appropriate account adjustments,
• Work with internal department as necessary for prompt resolution, and monitor high dollar work queue.
• Route Decisions to the Manager/Supervisor involving problems that can develop negatively towards Renown Health, staff performance concerns or matters affecting the departments operating and capital budgets.

This position does not provide patient care.

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Name

Description

Education:

Must have working-level knowledge of the English language, including reading, writing and speaking English. High school diploma is preferred and preference will be given to applicants who have earned a degree from an accredited college.

Experience:

Requires a minimum of one year of experience as a Customer Service Representative in a healthcare setting or in a leadership role. Strong initiative and problem solving capabilities.

License(s):

None

Certification(s):

None

Computer / Typing:

Must be proficient with Microsoft Office Suite, including Outlook, Excel and Word. Must possess, or be able to obtain within 90 days, the computers skills necessary to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.