Customer Service Team Leader leads a customer service team that responds to phone, e-mail, or chat non-technical service requests from customers. Responds to and resolves escalated issues and/or unique or complex requests from customers. Being a Customer Service Team Leader monitors the daily workloads of team members and makes adjustments to ensure adequate coverage and that correct procedures are followed. Identifies system and workflow improvements to enhance the team's efficiency. Additionally, Customer Service Team Leader trains and provides support to less experienced team members. May assist manager or supervisor with scheduling. May be authorized to approve special adjustments or exceptions for a customer. May require a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)
MedStar Health's Patient Financial Services division is currently seeking a Team Leader to join the Customer Service Team (call center environment). Position is remote, Mon - Fri, 9:30am - 6pm. We are seeking a candidate that has experience in the following areas: healthcare call center, medical billing and claim research & investigation.
More About the Customer
Service Team
The
Customer Service team is responsible for providing a positive patient
experience by servicing all inbound calls into Patient Financial Services with
regards to patient accounts. We assist
patients, providers, and insurance carriers. We work to resolve the patient issue/concern by setting payment plans,
offering financial assistance, and/or referring issues to the payor teams for
assistance in getting balances resolved. Our goal is to make the patient’s last MedStar Health experience their
best experience.
Job Summary - Provides guidance and assists staff with review and analysis of various reports in assigned area. In cooperation with Supervisor, identifies and analyzes errors to determine action needed for performance improvement. In conjunction with level II Insurance Specialists, assists in researching and addressing administrative customer service issues. Works with all team members to resolve multiple primary and secondary billing, collection, customer service issues with payers and patients.
Qualifications:
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