Lead Customer Service Representative

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Essential Job Functions:

• Performs all duties as a Customer Service Representative I & II above
• Functions as the point person for staff in assigned area to provide basic guidance 
• Provides initial on-the-job training to new staff and remedial training to existing staff
• Observes new staff during training period, making recommendations to supervisor and/or manager for additional training needs
• Responsible for A/R reporting and pulling and working aging reports
• Handles calls and walk-ins professionally with dignity and respect.  Responds to telephone inquiries within (24) hours of the following scheduled work day in a manner that addresses the needs of the caller.
• Obtains all required billing information and completes all system modification required to ensure accurate billing on accts.
• Active in collections of accounts, coordinating time payments and evaluating financial means.
• Clearly documents - conversation with internal /external customer and action taken on accounts.
• Researches all incoming bankruptcy notices for appropriate handling and notifies agencies (if applicable).
• Handles all address corrections immediately and modifies all required systems and accounts.
• Completes incoming correspondence -to include calling the customer, documenting and resolution.
• Performs routine assignments independently and diffuses difficult situations without coordinator/manager intervention.
• Displays competency in health care billing requirement/follow up. Maintains current knowledge regarding assigned/related area by keeping up to date on communication, newsletters and resources.
• Conforms to department dress code policy and wears ID badge.  Adheres to scheduled work hours, attendance/tardiness policy. Demonstrates proficiency at hospital wide and/or department specific computer software and technology. Displays competency in the use of department equipment, all computer software, fax, telephones and copy machine.
• Takes sense of ownership regarding other related duties as assigned

Education:

• High school diploma or GED

Experience:

• Minimum three (3) years experience in a medical facility, ambulatory surgery facility, or acute-care hospital 
• Knowledge of CPT, HCPCS, ICD-9 and medical terminology