Lead, Customer Service

Lead Customer Service RepresentativeThe Lead CSR works specifically on Held Sales report, Rx Expiration reports, Prior Authorization Expiration reports, Turning 65 reports, and Customer Billing Survey report to decrease held sales in centers that are ineffective with that function.Responsibilities include:Answers incoming calls and makes determination of required actionProcesses Held Sales reports by contacting customers, insurance providers, physicians' offices, and reviewing with regional accounting officeHandles mail and outgoing courier packages for the center, including responding to requests for information from internal sourcesKnowledgeable of existing and new information regarding equipment, compliance adherence, insurance coverage criteria, and carrier policiesKnowledgeable of paperwork and internal reportsHas a thorough understanding of the AS-400 and the CDRChecks employees' task assignments and status dailyReports weekly Held Sales decrease and goals to Centralized CSR Supervisor/Manager and RM/VPDaily work on Held Sales in centers assigned to themAssists in the training of employeesCommunicates policy and procedure updates to staffServes as the first point of contact for their team members' questions and assists with problems regarding work functions and patient accountsMonitors phone procedure complianceMonitors adherence to break schedule