At GenesisCare we want to hear from people who are as passionate as we are about innovation and working together to drive better life outcomes for patients around the world.
PURPOSE:
The Customer Service Lead is responsible for responding to patient’s contact in regard to financial status with GenesisCare, and serving as point of contact for team regarding escalated issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
·Assist Customer Service Manager in handling questions from Staff
·Provide support to escalated questions/concerns
·Maintain a positive and respectful attitude
·Communicate regularly with supervisor about department issues
·Demonstrate flexible and efficient time management and ability to prioritize workload
·Follow all HIPAA regulations
·Respond to incoming calls to Customer Service Department
·1 on 1 quarterly meetings with Customer Service Manager
·Produce daily as well as end of month work folders
·Contact patients for collection of their balance due
·Set up budget arrangements with patients when necessary
·Respond to correspondence received by the patient either verbally or written
·Send out necessary letters to patient
·Collect payments over the phone
·Set accounts up to be reviewed by the Billing Supervisor
·Set accounts up to be reviewed by the Physician
·Notify manager of any possible malpractice alerts
·Analyze payments received and adjustment taken to assure accurate reimbursement
·Make successful contact with insurance companies to obtain claim information
·Handle training for all new reps
·Complete call audits for Customer Service Calls
·Identify training opportunities for Customer Service to be completed and provide training
·Notify management of trends identified
·Utilize all available resources for optimum achievements, (i.e., Websites, Publications)
·Assist in coverage for other departments
·Review refund requests in Salesforce for approval
·Provide AR Worktools for Customer Service Reps each week
QUALIFICATION REQUIREMENTS:
·Ability to read and understand Explanation of Benefits
·Ability to read and understand HCFA regulations, i.e. Medicare Updates
·Ability to read and understand Explanation of Benefits
·Ability to read and understand HCFA regulations, i.e. Medicare Updates
·Ability to work 8 hours per day M-F and occasional overtime when needed
·Ability to work independently yet also be part of a team
·Ability to identify and resolve collection issues
·Ability to communicate clearly and effectively verbally and in writing
·Ability to document accounts clearly
·Ability to efficiently manage multiple tasks
·Ability to analyze end of month and aging reports
·Ability to read and understand HCFA regulations, i.e. Medicare Updates
·Must have good time management skills
·Ability to prioritize
·Ability to focus and successfully meet monthly or quarterly goals set by Management
EDUCATION AND/OR EXPERIENCE: