Healthcare Customer Service Call Center Team Manager

Responsible for monitoring day-to-day operations of departments within the early out service lines, stays attentive to any operational problems or concerns daily, and informs management of all problems and concerns.  Ensures the delivery of outstanding customer service in the performance of assigned duties including prompting patients to resolve and pay account balances through consistent, compassionate, and professional communication.  Provide call center customer service support for in-bound calls from client patients related to billing inquires, out-bound billing, and insurance follow up calls.  

SCHEDULE: 11:00AM - 8:00PM, Monday - Friday
COMPENSATION: $48K - $54K Based on Experience; Quarterly Bonus Eligible

ONSITE ONLY - THIS POSITION IS PERMANENTLY OFFICE BASED

ROLE AND RESPONSIBILITIES

• Maintain a professional relationship with the patient, client, and agent while providing excellent customer service and performing assigned duties.
• Document pertinent patient information and all account work activity in the appropriate systems dictated by the health care facility and Company.
• Maintains daily productivity reports on employees within the department to ensure production standards are met
• Monitors and responds to patient complaints/concerns and ensures a prompt resolution.
• Meets project deadlines and follows up on assignments under the supervision of management
• Assists EOS agents if required in busy periods and if capacity allows e.g., booking appointments, registration process, payment collection, receiving in-bound calls, etc.
• Responsible for capturing and documenting all pertinent patient demographic, subscriber, and insurance information (i.e.): patient Policy and ID numbers, subscriber, guarantor, payer address, phone numbers, and other contact information. Documentation must include, benefit effective date, copay, deductible, out of pocket non-covered services responsibilities, co-insurance, stop loss amounts, percentage of coverage and any other pertinent information concerning the specific procedure/clinical service to be performed.
• Supervises and directs professional and support staff for the Revenue Cycle ensuring effective use of employees, equipment & materials within budget & quality standards. Performs tactical planning and carries out strategic plan. Ensures staff has the resources to carry out their responsibilities. Optimizes staff productivity and service; resolves workplace problems of staff and processes; develops procedures and guidelines. Possesses the technical knowledge of the function being supervised. Implements retention planning initiatives.
• Responsible for meeting client service agreement goals in an efficient and productive manner.
• Working knowledge of Protected Health Information (PHI), HIPAA.
• Personally responsible, respect for self and others, innovative through teamwork, dedication to caring and excellence in customer service.
• Provides timely employee feedback (positive and negative) in a calm professional manner
• Works according to standard operating procedure during client /system downtimes.
• Reviews work and ensures accuracy, particularly patient type, code identification, insurance and demographic information to minimize error rate and time delays in clinical and billing departments.
• Assists patients, as needed, to ensure compliance with the payer’s requirements for reimbursement.
• Responsible for assessing financial responsibility, resources, and/or referring patients for financial counseling, if necessary, based on the individual’s financial condition according to
• Responsible for communicating with patients regarding patient financial responsibilities before or at time of service. Informs patients on billing process for facility and providers.
• Knowledge, understanding and compliance with GetixHealth policies and procedures.
• Follow up in a timely manner to ensure customer satisfaction.
• Continuously seek to ensure maximum efficiency, accuracy and customer satisfaction through process improvement. Make recommendations to management for such process improvements.
• Perform other duties as assigned by management.

EDUCATION, EXPERIENCE AND KNOWLEDGE REQUIRED

• Associate degree or equivalent in relevant work experience.
• Hands-on Epic experience required.
• 2 years of related/ supervisory experience required. 3-4 years of related/ supervisory experience preferred.
• Understanding of health insurance providers, Workers' Compensation, Medicare, Medicaid, and liability claims processes and procedures.
• Ability to maintain the highest level of confidentiality.
• Ability to prioritize and work in a multi-tasked environment.
• Proficient personal computer skills, including Microsoft Office.
• Excellent interpersonal, written, and oral communication skills.
• Ability to work in a team fostered environment.
• Working knowledge of Protected Health Information (PHI), HIPAA.

WORK ENVIRONMENT

• Office environment.
• Ability to lift and/or move 20 pounds with or without accommodation.

BENEFITS:

• PTO, One Personal Day a Year, Paid Holidays
• Medical, Dental and Vision
• Volunteer Additional Life Insurance
• Short-Term Disability
• Hospital Indemnity
• Critical Care
• 401k and Match
• HSA
• Employee Discount Program
• Company paid Life Insurance for Employee
• Company paid LTD

GetixHealth is a Equal Opportunity and E-Verify Employer