Customer Service Lead (on-site in Camp Hill)

Customer Service Lead

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 RT 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 CS Team. Communicate and train team members on procedures and policies set by CBO Supervisor, Manager, Director and Sr. VP Patient Accounting.
• Abide by and enforce the CBO Policies and Procedures.
• Run dunning and collections process for all RT Databases.
• Scheduling and uploading statements for all RT databases.
• Delegation of returned patient mail and ACS reports to PAL staff.
• Creating monthly workbooks, spreadsheets, and compiling month end data.
• Answering, forwarding and logging incoming calls in the manner specified by the CBO 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 CBO 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 RT to assist patients on calls and in downtime working reports/projects to assist PARS.

Qualifications

Required

• Good interpersonal, oral and written communication skills.
• Excellent problem solving skills.
• Ability to work independently.
• Proficiency in Windows based office technologies.
• High school diploma or GED required.

Preferred

• Minimum one year of computer experience
• High call volume experience
• Knowledge of indemnity insurance practices, contracts and managed care
• Minimum six months to one year of customer service experience

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

Equal Opportunity Employer/including Disabled/Veterans