Client Services Rep Lead
Company Name:
Renown Health
Client Services Rep LeadRequisition ID: 118562
Department:100620 Business Office
-Reno, NV->
Facility:Renown Health
Schedule:Full Time - Eligible for Benefits
Shift:Day
Hours:0800-1630
Position Purpose:
This position is accountable for the initial and ongoing success of all Customer Service personnel. This position will provide support and back up for department members and leadership to ensure patients are given correct information regarding their inquiries in accordance with contracts, rules, regulations, company policies and procedures, and insurance companies information.This position is responsible for keeping abreast of departmental issues and the need for revised/additional policies and procedures and for preparation of statistical reports.
This position will perform audits on work performed by team members, and follow up with specialized training in areas of performance falling below standards.Will provide suggestions based on trends in audits for improvements in work processes, training procedures and materials, and audit procedures.
This position is accountable for the review and resolution of claims inquiries that require additional research. This position is also responsible for compilation of such data as needed to identify areas for improvement. This position is asked to keep abreast of departmental issues and the need for revised/additional policies and procedures and for the preparation of statistical reports.
This position will be responsible for keeping overall service issues in mind while resolving individual cases. It will be their responsibility to keep management informed of member and provider opinions and viewpoints relative to claims and service in general. They will be called upon to identify themes and/or trends related to service and for recommend solutions to these issues.
High standards of courteousness, performance, diplomacy and respect for confidentiality are essential.This position has contact with all Renown Health departments, members, employers, staff and providers.
The incumbent must be able to identify and resolve problems, set goals and priorities, and represent the department in a professional manner. This position shall participate in the quality improvement and change management process. In this process, they must utilize and apply quality improvement tools, e.g. flowcharting, root cause analysis, etc.
Nature and Scope:
The major challenges facing this position are program changes, staff reduction and/or turnovers, and ensuring that phone statistics are accomplished within established guidelines.This position is challenged to keep the Manager/Supervisor of Customer Service and other appropriate management staff informed of patients opinions and viewpoints, as well as needs.
The incumbent must be able to identify and resolve problems, set goals and priorities, and represent the department in the absence of the Customer Service Manager/Supervisor, as assigned.
Decisions that must be referred to the Manager/Supervisor are matters that involve problems that can develop negatively towards Renown Health, staff performance concerns or matters affecting the departments operating and capital budgets.
This position is accountable for maintaining and compiling monthly data reports. The incumbent must work closely to ensure that correspondence backlog is maintained at less than one business day; must act as a resource to External Provider Representatives by assisting them with patient related projects submitted by individual providers or State officials; must regularly audit Customer Service Representatives (CSR) and be able to identify areas requiring additional training; will participate in training new call representatives and existing call center representatives regarding patient issues; will attend weekly meetings with the entire CSR staff and vendors.
This position will require maintaining and initiating a patient survey for bad debt collections and staff, and include maintaining reports for management.
This position does not provide patient care.
The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.
Minimum
Qualifications:Requirements - Required and/or Preferred
Education:
Must have working-level knowledge of the English language, including reading, writing and speaking English.
Experience:
Requires four years of experience in a position involving public relations or customer service.Two years experience in a position directly associated with medical billing and follow-up preferred. Two years experience in a leadership position preferred. Experience providing support for auditing activities required.
License(s):
None.
Certification(s):
None.
Computer / Typing:
Must be proficient with Microsoft Office Suite, including Outlook,PowerPoint, Excel and Word andhave the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.
EEO/M/F/V/DEstimated Salary: $20 to $28 per hour based on qualifications.
Renown Health
Client Services Rep LeadRequisition ID: 118562
Department:100620 Business Office
-Reno, NV->
Facility:Renown Health
Schedule:Full Time - Eligible for Benefits
Shift:Day
Hours:0800-1630
Position Purpose:
This position is accountable for the initial and ongoing success of all Customer Service personnel. This position will provide support and back up for department members and leadership to ensure patients are given correct information regarding their inquiries in accordance with contracts, rules, regulations, company policies and procedures, and insurance companies information.This position is responsible for keeping abreast of departmental issues and the need for revised/additional policies and procedures and for preparation of statistical reports.
This position will perform audits on work performed by team members, and follow up with specialized training in areas of performance falling below standards.Will provide suggestions based on trends in audits for improvements in work processes, training procedures and materials, and audit procedures.
This position is accountable for the review and resolution of claims inquiries that require additional research. This position is also responsible for compilation of such data as needed to identify areas for improvement. This position is asked to keep abreast of departmental issues and the need for revised/additional policies and procedures and for the preparation of statistical reports.
This position will be responsible for keeping overall service issues in mind while resolving individual cases. It will be their responsibility to keep management informed of member and provider opinions and viewpoints relative to claims and service in general. They will be called upon to identify themes and/or trends related to service and for recommend solutions to these issues.
High standards of courteousness, performance, diplomacy and respect for confidentiality are essential.This position has contact with all Renown Health departments, members, employers, staff and providers.
The incumbent must be able to identify and resolve problems, set goals and priorities, and represent the department in a professional manner. This position shall participate in the quality improvement and change management process. In this process, they must utilize and apply quality improvement tools, e.g. flowcharting, root cause analysis, etc.
Nature and Scope:
The major challenges facing this position are program changes, staff reduction and/or turnovers, and ensuring that phone statistics are accomplished within established guidelines.This position is challenged to keep the Manager/Supervisor of Customer Service and other appropriate management staff informed of patients opinions and viewpoints, as well as needs.
The incumbent must be able to identify and resolve problems, set goals and priorities, and represent the department in the absence of the Customer Service Manager/Supervisor, as assigned.
Decisions that must be referred to the Manager/Supervisor are matters that involve problems that can develop negatively towards Renown Health, staff performance concerns or matters affecting the departments operating and capital budgets.
This position is accountable for maintaining and compiling monthly data reports. The incumbent must work closely to ensure that correspondence backlog is maintained at less than one business day; must act as a resource to External Provider Representatives by assisting them with patient related projects submitted by individual providers or State officials; must regularly audit Customer Service Representatives (CSR) and be able to identify areas requiring additional training; will participate in training new call representatives and existing call center representatives regarding patient issues; will attend weekly meetings with the entire CSR staff and vendors.
This position will require maintaining and initiating a patient survey for bad debt collections and staff, and include maintaining reports for management.
This position does not provide patient care.
The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.
Minimum
Qualifications:Requirements - Required and/or Preferred
Education:
Must have working-level knowledge of the English language, including reading, writing and speaking English.
Experience:
Requires four years of experience in a position involving public relations or customer service.Two years experience in a position directly associated with medical billing and follow-up preferred. Two years experience in a leadership position preferred. Experience providing support for auditing activities required.
License(s):
None.
Certification(s):
None.
Computer / Typing:
Must be proficient with Microsoft Office Suite, including Outlook,PowerPoint, Excel and Word andhave the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.
EEO/M/F/V/DEstimated Salary: $20 to $28 per hour based on qualifications.
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