Med-Metrix

Assist supervisors with coordinating call center activities, training staff, monitoring performance, handling escalations, and ensuring compliance with healthcare billing regulations. | High school diploma, 1-3 years call center experience, knowledge of medical billing codes and software, strong communication and leadership skills. | Job Purpose The Team Lead, Call Center supports supervisors with the coordination of activities and operations of customer service department and staff. Duties and Responsibilities Assists Supervisors in the Monitoring of service calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provides feedback to the Reps as needed Coordinate onboarding and training of new customer service staff as directed by supervisors Assist in monitors productivity of customer service representatives and provides this feedback to Supervisors to complete employee evaluations. Fields questions from customer service representatives and clients; recommends corrective services to address customer complaints. Assist supervisors in educating the customer service department and staff of new policies/procedures/processes being put in place Ability to maintain composure and de-escalate particularly difficult calls with customers before they reach a supervisor level Assist management in the monitoring and training of offshore customer service staff Assists supervisors in working emails in the shared departmental mailboxes. Prepares reports and correspondence as needed Assists with the implementation of policies and procedures necessary to comply with federal, state, and third-party regulations which govern billing and collection activities for physician services Performs customer service representative duties as needed Performs other related duties as assigned by management Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards Understand and comply with Information Security and HIPAA policies and procedures at all times Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties Qualifications High School diploma or equivalent required 1-3 years experience in a call center environment required Related training/experience (preferably within the past five years) Proficiency in Epic, GE, eClinicalworks a plus Possesses and maintains thorough knowledge of the medical billing industry Possess thorough knowledge of healthcare claims processing including: ICD-9/10, CPT, and HCPC codes, as well as 1500 forms Proficiency in the use of Excel Spreadsheets, PowerPoint, and various software programs Excellent interpersonal and organizational skills Strong leadership, independent thinking and decision-making skills Strong organizational, problem-solving, and analytical skills Excellent oral and written communication skills Ability to communicate with all members of the health care team Independent thinking and decision-making ability Ability to prioritize assignments Working Conditions Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear. Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress. Work Environment: The noise level in the work environment is usually minimal. Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.

Lead and manage all phases of patient intake automation implementation projects, coordinate cross-functional teams, provide training, and ensure customer satisfaction while maintaining HIPAA compliance. | Bachelor’s degree or equivalent experience, 2+ years in implementation or project management, SaaS environment experience, healthcare or practice management preferred, strong communication and problem-solving skills, and ability to work in a flexible schedule with occasional travel. | Job Purpose The Implementation Consultant, Patient Intake Automation is responsible for the implementation of Med-Metrix’s Patient Intake Automation Tool. The Implementation Consultant, Patient Intake Automation will use their project management skills and lead cross-functional teams (sales, data management, development, and customer support) to deliver a comprehensive solution and ensure client needs are met. Duties & Responsibilities • Plan, organize, and manage all phases of a project (design, build, training, and monitoring) to ensure customer satisfaction throughout the implementation process • Conduct presentations and product training via web conferencing tools • Prioritize and coordinate closely with cross-functional teams for faster resolution of customer needs • Provide product training and workflow recommendations to internal team members and customers • Escalate and communicate priorities, successes, and project risks to Project Management and Leadership • Other duties as assigned • Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards • Understand and comply with Information Security and HIPAA policies and procedures at all times • Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties Qualifications • Bachelor’s Degree or equivalent Customer Service work experience and 2+ years’ experience working in an implementation or project management setting • Prior experience supporting or implementation customers in a SaaS environment • Healthcare/practice management experience preferred • Application system configuration & testing experience, direct interaction with Development or IT teams is preferred • Creative-minded thinker with the ability to investigate, troubleshoot, and resolve issues by finding workarounds as well as evaluating where true engineering support is needed • Be customer centric in style and approach, with a genuine desire to create and deliver value for customers throughout the project and deliver an outstanding customer experience • Ability to work well individually and in a rapidly changing environment • Energetic with strong desire to learn • High Proficiency with MS Office, particularly Excel and Visio • Strong interpersonal skills, ability to communicate well at all levels of the organization • Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses • High level of integrity and dependability with a strong sense of urgency and results oriented • Excellent written and verbal communication skills required • Gracious and welcoming personality for customer service interaction Working Conditions • Ability to work a flexible schedule and work outside of normal work hours on occasion • Occasional travel to client sites may be required to support go-live • Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear. • Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress. • Work Environment: The noise level in the work environment is usually minimal. Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.