Job Details
Overview:
Customer Service Lead
Starting at $17.50 per hour
Why work for Select?
We are committed to your growth and success!
-Career Advancement opportunities
-Competitive pay, benefits and PTO
-Eligible for referral bonuses
-Thorough orientation program
-Team oriented environment
Support the daily activity of the Customer Service Representatives and Correspondence Reps for all Hospital Based Outpatient databases. Professionally and courteously provide a variety of patient and insurance services through mail, telephone, e-mail and personal contact in response to patient account inquiries. This position will maintain a more active role in fixing patient accounts in various databases and reviewing reports to assist in quality control of patient accounts, specifically patient balances.
Responsibilities:
- Support and develop Customer Service Representatives in conjunction with Company Objectives.
- Work with Manager in recommending counseling and coaching for improved performance.
- Maintain knowledge of all functions and processes within the Customer Service Team. Communicate and train team members on procedures and policies set by Central Billing Office Supervisor, Manager, Director and Sr. VP Patient Accounting.
- Abide by and enforce the Central Billing Office Policies and Procedures.
- Run pre-collections and collections process for all lines of business.
- Scheduling and uploading statements for all lines of business.
- Delegation of returned patient mail and ACS reports to Customer Service staff.
- Creating monthly workbooks, spreadsheets, and compiling month end data.
- Answering, forwarding and logging incoming calls in the manner specified by the Central Billing Office Manager.
- Sorting, stamping, scanning, linking and forwarding incoming mail according to department protocols.
- Comprehending insurance and patient responsibilities in relation to account balances and billing.
- Resolving patient, center, and internal account inquiries, both verbal and written. Forwarding the inquiries to the Lead and members of the A/R team or appropriate supervisors as necessary if unable to resolve inquiry.
- Documenting the billing system concerning all verbal and written communication relative to the specific patient accounts.
- Assisting and supporting other departments and appropriate staff members as needed to successfully resolve patients account inquiries.
- Providing feedback to the appropriate Central Billing Office staff when informed of changes in payers, plans, contracts, addresses, or other vital account billing information.
- Performing other duties and projects as assigned.
- Follow all HIPAA requirements as defined by Compliance Department.
- Work in various databases to assist patients on calls and in downtime working reports/projects to assist PARS.
Qualifications:
Required
- High School Diploma or equivalent, with some college preferable
- Minimum of 1 year customer service lead experience
Preferred
- Some supervisory/leadership experience
- Excellent problem solving skills
- Computer skills
- Including but not limited to: Microsoft Office (Email, Excel, Word), Adobe
- Ability to work with multiple programs simultaneously.
- Project management skills.
- Ability to work independent with minimal daily direction.
- Excellent interpersonal and communication skills, including the ability to communicate complex issues clearly and concisely both verbally and in writing.
- Experience implementing process and workflow enhancements
Additional Data:
Select Medical strives to provide our employees with a solid work-life balance, as we understand that happy employees have both fulfilling careers and fulfilling lives beyond our doors.
- An extensive and thorough paid orientation program.
- Paid Time Off (PTO) and Extended Illness Days (EID).
- Health, Dental, and Vision Insurance; Life insurance; Prescription coverage.
- A 401(k) retirement plan with company match.
- No Required Weekends
Working Conditions/Physical Demands:
- Office Environment
- Sitting for extended periods of time
- Ability to lift weight up to 35 lbs.
Select Medical is committed to having a workforce that reflects diversity at all levels and is an equal opportunity employer. Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, national origin, citizenship, age, sex, sexual orientation, gender identity, marital status, ancestry, physical or mental disability, veteran status, or any other characteristic protected under applicable law.