Lead, Customer Service (Call Center)

Job Title:                              Lead, Customer Service Representative

Department:                      Customer Service

Location:                             San Antonio, Texas (on site)

Reports To:                         Manager, Customer Service & Payment Processing

FLSA Status:                       Non-exempt

Summary of Position: 

The Lead, Customer Service Representative is responsible for performing duties with the Customer Service department as well as the Payment Processing team. Duties include covering phone calls, training staff and assisting manager with call monitoring. In addition, this candidate will also be the back-up to the payment processing lead and perform their duties at the same level.  

Job Responsibilities:

• Employee must adhere to STRG Policies and Procedures at all times
• Provide back-up and train employees for the following positions as needed:
  • Customer Service Representative
  • Payment posting
• Monitor STRG/client calls to ensure that calls are being answered in timely manner as well as monitor performance and provide feedback
• Assist patients with billing issues and resolve elevated patient complaints
• Work with Supervisors and other department Team Leads to resolve patient account issues
• Demonstrate proficiency in the preparation of spreadsheets, reports and other documents as requested
• Assist in refunding credit card overpayments
• Work daily and weekly reports/orders
• Log desk inventory weekly and report any inefficiencies or trends to the manager
• Draft procedures to enhance the efficiency of the department
• Complete special projects as directed by the manager
• Conduct department audits such as; CSR Issues Routed for Review, Bad address, virtual credit cards and faxes/emails
• Report discrepancies/errors to the manager
• Set standards for departmental tasks
• Maintain strict confidentiality of patient protected health information (PHI) as mandated by STRG procedures and HIPAA Privacy, Security and HITECH regulations
• Perform other duties as required

Supervisory Responsibilities:

None

Experience / Skill Requirements:

One year experience in insurance billing; knowledge of basic arithmetic concepts; ability to operate standard office machines. Min. one year experience working for a medical or a health insurance company. The candidate must also be familiar with basic PC applications and have experience working with patients. The following skills are also mandatory: ability to communicate effectively, orally and in writing; negotiating skills; organizational, and problem-solving skills. In addition, this candidate should also perform team leadership experience with the ability to multi-task, work in a fast-paced environment and prioritize demanding workloads. Minimum two-year experience working for a call center. 

Education:

High School Diploma or GED

Attendance / Work Schedule:

Maintaining and satisfying minimum attendance requirements is an essential function of this position, including working all full-time regular hours as established for this position and scheduled or emergency overtime. Full-time regular hours are defined as Monday through Friday, with after-hours or weekends as required. All employees in this job classification are required to satisfy this requirement. This job classification does not include "light duty" work or allow unpredictable or unrestricted absences.