Med-Metrix

Compensation

Full Description

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.