Customer Service team leadConifer Health Solutions

Job Description
Job Summary
The Supervisor will provide coordination and management of the Patient Service Center Team to maximize quality of service. This includes monitoring, evaluating, and coaching Team members. The Supervisor is responsible for team member productivity in achieving Service Center standards such as service level, abandonment rate, work time, calls/accounts handled per day and customer service and any other metrics used in operating the center.
Responsibilities and Duties
. Provides daily support/mentoring/training to new hires as well as existing PSC staff [20%]
. Develops a culture of service excellence by ensuring that the staff is consistent in delivering a positive customer service experience at all times [5%]
. Acts as part of the management team to ensure that the group is meeting all operational goals, including but not limited to reviewing current POS collections, denials, daily metrics, compared to targets to drive staff awareness and discussion [15%]
. Perform full patient financial clearance and/or scheduling as needed in order to maintain service level to provide exceptional customer service to patients [5%]
. Responsible for the monitoring of daily activity and completion of performance and metric reports such as financial clearance or scheduling reports also can perform special projects and reporting when assigned [10%]
. Enforces departmental policies, practices, procedures and work rules in accordance with approved department and hospital policies and assists in the development and implementation of new policies according to hospital and corporate guidelines. [15%]
. Participates in and coordinates daily team huddles to provide reminders, education and information and to sustain a culture of engagement, collaboration, staff appreciation and ongoing communication [10%]
. Answers inquiries and provides information to client/hospital directors, managers and staff as needed to assist with patient issues and follow-up. Provides assistance in managing escalated issues as needed [20%]
Knowledge, Skills, and Abilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Excellent interpersonal and organizational skills
Demonstrated leadership abilities
Thorough knowledge of computer systems in Health Care Information System
Knowledge of function and relationships within a hospital environment required
Customer service skills and experience
Ability to work in a production driven call-center environment
Familiarity with working with dual computer monitors (may be required to use dual monitors)
Must have basic typing ability
Must have working knowledge of Windows based computer environment
Ability to multitask in multiple systems (financial clearance and scheduling) simultaneously
Extensive multitasking ability
Ability to receive and express detailed information through oral and written communications
Course in Medical Terminology preferred
Understanding of Third Party Payor requirements required
Understanding of Compliance standards required
Builds and maintains collaborative relationships with both internal and external Clients that lead to more effective communication and a higher level of productivity and accuracy
Must be able to appropriately interpret physician orders, medical terminology and insurance cards while maintaining Conifer Standards of Care
Hold team members accountable for achievement in meeting the departmental goals and performance metrics, including timely completion of all educational and HR requirements
Work Experience: Three to five (3-5) years of experience in a call center environment required health care/medical industry experience preferred. Two plus years in a supervisory or lead role.
Minimum Education: HS diploma or GED required