Customer Service Team Lead
To see similar active jobs please follow this link: Remote Customer Success jobs
Job Family:
Patient Account Representative
Travel Required:
None
Clearance Required:
None
What You Will Do:
Customer Service Team Lead under general supervision and according to established policies and procedures, performs a variety of duties related to the customer service and self-pay functions. Such duties may include, but are not limited to, the following responsibilities:
Job Description/Responsibilities:
Include the following. Others may be assigned.
Answer inbound customer service calls and make some outbound follow up calls in a professional, patient experience and customer service-oriented manner.
Answer the calls timely without drops/abandons.
Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution.
Facilitate resolution by referring the matter to the issue/content expert.
Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert can effectively resolve the matter.
Resubmit Corrected Claims and supporting documentation as need for the patient experience.
Communicate with other organizational departments to ensure proper handling of patient accounts.
Communicates issues to management timely and performs other duties as assigned by direct supervisors.
Perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure
Exceptional customer service skills including effective and efficient problem solving and analyzing skills.
Professional and calming tone of voice with complete command of the English language free of use of inappropriate grammar
Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
Ability to perform essential job functions with high degree of independence, flexibility, and creative problem-solving techniques
Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities
Ability to interpret and apply reimbursement aspects of managed healthcare contracts
Attentive listening skills
Ability to clearly articulate a response to the customer using appropriate voice modulation
Demonstrates subject matter expertise within revenue cycle follow-up and customer service
Demonstrates ability to function independently to complete assigned tasks
Assists in facilitating team huddles, onboarding new staff, and providing at-the-elbow support for other staff
What You Will Need:
8 plus years experience in customer service, healthcare or financial services
High School Diploma or equivalent
What Would Be Nice To Have:
Bilingual (English/Spanish)
Dialer experience
The annual salary range for this position is $59,000.00-$98,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.
What We Offer:
Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Benefits include:
Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program
About Guidehouse
Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.
Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.
If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.
If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.
Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.
About the job
Customer Service Team Lead
To see similar active jobs please follow this link: Remote Customer Success jobs
Job Family:
Patient Account Representative
Travel Required:
None
Clearance Required:
None
What You Will Do:
Customer Service Team Lead under general supervision and according to established policies and procedures, performs a variety of duties related to the customer service and self-pay functions. Such duties may include, but are not limited to, the following responsibilities:
Job Description/Responsibilities:
Include the following. Others may be assigned.
Answer inbound customer service calls and make some outbound follow up calls in a professional, patient experience and customer service-oriented manner.
Answer the calls timely without drops/abandons.
Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution.
Facilitate resolution by referring the matter to the issue/content expert.
Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert can effectively resolve the matter.
Resubmit Corrected Claims and supporting documentation as need for the patient experience.
Communicate with other organizational departments to ensure proper handling of patient accounts.
Communicates issues to management timely and performs other duties as assigned by direct supervisors.
Perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure
Exceptional customer service skills including effective and efficient problem solving and analyzing skills.
Professional and calming tone of voice with complete command of the English language free of use of inappropriate grammar
Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
Ability to perform essential job functions with high degree of independence, flexibility, and creative problem-solving techniques
Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities
Ability to interpret and apply reimbursement aspects of managed healthcare contracts
Attentive listening skills
Ability to clearly articulate a response to the customer using appropriate voice modulation
Demonstrates subject matter expertise within revenue cycle follow-up and customer service
Demonstrates ability to function independently to complete assigned tasks
Assists in facilitating team huddles, onboarding new staff, and providing at-the-elbow support for other staff
What You Will Need:
8 plus years experience in customer service, healthcare or financial services
High School Diploma or equivalent
What Would Be Nice To Have:
Bilingual (English/Spanish)
Dialer experience
The annual salary range for this position is $59,000.00-$98,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.
What We Offer:
Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Benefits include:
Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program
About Guidehouse
Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.
Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.
If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.
If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.
Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.