What are the responsibilities and job description for the Customer Svc Ld IL position at Advocate Health Care?
Major Responsibilities
- Acts as a resource person, assists team with more complex issues/problem resolution, and provides necessary training. Ability to work with the training team to identify focused retraining for our Customer Care Reps.
- Answers customer inbound billing calls in a high-volume call center environment to service and retain customers. Responds to customer questions with the ability to resolve and process most concerns on the initial call.
- Accesses, understands and explains necessary information from the electronic patient billing and medical records system including claims inquiry, account history, and account status for both hospital and physician billing. Prepares spreadsheets to assist in helping patients and staff in the call center balance complex patient accounts.
- Accurately documents and updates the patient account system with all information received and action taken. Updates patient/guarantor demographics as needed.
- May respond to escalated patient billing complaints from the patients directly or from government agencies and Advocate Aurora Health executives. Provides continued follow-up and continuity of service until the account is resolved.
- Motivates and inspires team members to achieve goals through effective mentoring and personal and professional growth and development. Meets monthly with team to go over updates, questions and best practices. Provides support or offers advice during problematic calls and assumes responsibility of and resolves escalated calls. May participate as a Customer Care Rep during peak periods of incoming call volume.
- Acts as subject matter expert to provide pertinent updates to team members along with all day side by side mentoring of our new hires during the training process to train, and mentor until they have met the predefined standards that would allow them to work independently.
- Monitors team member contacts to maintain efficiency and excellence, both remotely and side-by-side. Regularly monitors agent performance and provides areas of opportunity for team member development.
- Documents general reports on each team member's performance as well as ensuring that they meet or exceed standards in all aspects of their position and presents to Supervisor. Recommends supervisory intervention when a team member is not responding to mentoring techniques.
- Performs non-phone related tasks like patient correspondence, internal customer contact center communication tool, and email.
- None Required.
- High School Graduate, or
- Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED).
- Typically requires 3 years of experience in medical billing, cash application or insurance follow up, including six months of call center experience.
- Demonstrated knowledge of health care, insurance terminology, and medical billing.
- Ability to interpret an explanation of benefits and understand the system adjudication process and determine how a claim was paid.
- Excellent customer service and follow up skills. Ability to speak English with customers to resolve customer issues, along with research and document the call on a computer.
- Knowledge of Integrated Voice Response (IVR) phone systems.
- Knowledge of Web and Web based programs.
- Proficient computer skills (mail, email, and fax), including patient accounting systems.
- Strong analytic, organization, communication (written and verbal), time management, multi-tasking and human relations skills.
- Ability to work independently or as part of a team while performing at a high level of productivity ensuring all aspects of the position are met.
- Ability to identify and track behaviors to ensure staff are balancing all aspects of the customer contact center KPI's.
- Ability to handle and help resolve all escalated issues and effectively deal with the difficult customers and challenging situations.
- Ability to successfully lead a team.
- Exposed to open call center office environment.
- Must be able to sit, stand, and walk for prolonged periods of time in order to lead team members.
- May be required to travel to various sites.
- Open to working remotely from your home if required.
Salary : $24 - $36