Lead Patient Friendly Billing Customer Service Resolution Specialist

Provides oversight and operational guidance in the day-to-day operations of the Customer Service Resolution Representative and performs area specific financial functions of a complex and specialized nature requiring the application and interpretations of policies and procedures. Monitors, analyzes, and conducts reviews for quality using advanced unit knowledge to proactively trouble shoot patient relations issues, improve systems, and the performance of the related staff and process. The call center, MyChart messages and email correspondence are the primary points for inbound contacts from our customers. Primary focus includes both timely responses to customers' inquiries via a variety of pathways and outreach efforts to resolve open unresolved inquires. Contacts may be initiated by customers, fax, mail, email, work listing or other vehicles of communication. Respond knowledgeably to a wide range of customer issues. Our goal is to resolve all of the patient's concerns while maintaining positive relationships with the customer by providing the best possible service to all our customers.

• Provides day to day oversight and operation guidance regarding the daily activities of the Customer Service Resolution Specialist to ensure department standards are being met

• Assess strengths and development needs of employees thru review of work

• Guide individuals and team toward priorities and coordinate resources to meet objective goals and deadlines

• Provides timely and specific feedback and helpful coaching to team members

• Assure that CSRS responsibilities, including workqueues, email inbox and reports, are worked daily, weekly and monthly as assigned

• Regularly provide management with feedback

• Works with supervisor and other staff in the planning/implementation and evaluation of existing operations, procedures, training and development

• Monitors and assesses business needs to refine processes and improve efficiencies

• Provides optimum customer service including quality assurance for all patient inquiries

• Works and remains focused under stressful conditions while communicating effectively.

• Investigates, documents, and resolves patient contacts as appropriate, promptly reporting conflicts and issues to management

• Performs to the following expectations: maintains current knowledge of workflows in the department and associated systems; consistently meets deadlines, consistently looks for ways to improve team performance as well as team member satisfaction

• Participates in employee engagement, performance improvement projects, committees, meetings, and required education programs

• Performs computerized data entry

• In addition to the above job responsibilities, other duties may be assigned.

Position Compensation Range: $17.31 - $26.83 Hourly

MINIMUM REQUIREMENTS

Education: High School Graduate or Equivalent. Some college courses preferred.

Experience: 2 years relevant experience required. Experience working in a medical setting preferred. Experience handling and processing money preferred.

Licensure: None

PHYSICAL DEMANDS

This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

The University of Virginia, i ncluding the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician's Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.