Lead, Customer Service - 26-76

We’re delighted you’re considering joining us! At Hill Physicians Medical Group, we’re shaping the healthcare of the future: actively managed care that prevents disease, supports those with chronic conditions and anticipates the needs of our members. Join Our Team! Hill Physicians has much to offer prospective employees. We’re regularly recognized as one of the “Best Places to Work in the Bay Area” and have been recognized as one of the “Healthiest Places to Work in the Bay Area.” When you join our team, you’re making a great choice for your professional career and your personal satisfaction. DE&I Statement: At PriMed, your uniqueness is valued, celebrated, encouraged, supported, and embraced. Whatever your relationship with Hill Physicians, we welcome ALL that you are. We value and respect your race, ethnicity, gender identity, sexual orientation, age, religion, disabilities, experiences, perspectives, and other attributes. Our celebration of diversity and foundation of inclusion allows us to leverage our differences and capitalize on our similarities to better serve our communities. We do it because it's right! Job Description: To provide the highest quality world class service to members, providers, health plans, etc. via phone in the most professional and efficient manner. As leaders, assist Customer Service Management in improving the overall operations of the department and the performance of its individual members. Job Responsibilities Assist customers by responding to inquiries and identifying/resolving issues regarding eligibility, benefits, claims, and authorizations; this includes triaging/routing appropriately and using multiple systems to locate information and document interactions. Assist teammates in the resolution of complex inquiries/issues and handle escalated calls. Assist Supervisor in improving the performance of team members by providing feedback and through training, coaching, etc. individuals, as directed. Assist Supervisors in managing the day-to-day operations of the call center and its representatives e.g. ensure schedule adherence, etc. Assist the Customer Service Management team in the selection of new team members e.g. interviewing. Assist training in facilitation of instructor-led courses and serve as a resource for representatives taking calls while in the classroom. Additional Responsibilities Assist Supervisor in meeting department goals and completing projects/tasks. Provide insight on department trends, systemic issues, etc. along with suggestions for improvement. Other tasks/projects as assigned. Required Experience Minimum 2 years of Customer Service call center experience required Experience working in a healthcare setting Working knowledge of Microsoft Office i.e. Excel, Outlook, Word Proficient in handling medical claims and eligibility inquiries Experience in dealing with various insurance types e.g. PPO, HMO, etc. Strong written and verbal communication skills Proven ability to problem solve Adapt at managing change, change agent Required Education High School diploma or GED required Additional Information Salary: $27 - $31 Hourly Hill Physicians is an Equal Opportunity Employer PriMed Management Consulting Services, Inc., is the management services organization for Hill Physicians Medical Group, the largest Independent Physician Association (IPA) in Northern California. More than just a job - We’re making a meaningful contribution to healthcare. Everyone at PriMed contributes to making quality healthcare accessible for Northern Californians. We have a unique collection of skilled professionals that work well together and have been recognized as one of the top places to work and one of the healthiest places to work in the Bay area.