Customer Care Team Lead

Cheyenne Regional Medical Center•Cheyenne, WY

21d

About The Position

In a high – paced environment, this position will provide training and support for Customer Care Representatives (CCR) who are receiving inbound calls, placing outbound calls and following up on accounts that require additional research related to billing within the Revenue Cycle. Assists with patient accounts and correspondence. Why Work at Cheyenne Regional? 403(b) with 4% employer match ANCC Magnet Hospital 21 PTO days per year (increases with tenure) Education Assistance Program Employee Sponsored Wellness Program Employee Assistance Program Loan Forgiveness Eligible Here is What You Will Be Doing: Assists the Customer Care Representatives (CCR) with questions and handle escalated callers. Provides in-depth review of patient account information to answer questions regarding patient responsibility, account billing status, insurance information and charges. Develops call handling training and documents for CCRs and perform monthly call audits. Works in Cisco phone system to load outbound list, reviews call reports and takes appropriate actions. Develops and maintains training documents for complex accounts including but not limited to probate, bankruptcy and settlement offers. Monitors the inventory and progress of accounts placed with external collection agencies. Works with internal and external partners on escalated concerns. Conducts in-depth research of concerns, communicates and documents findings. Communicates and transfers information to clinics and departments as applicable for resolution. Works patient correspondence, updates information, audits accounts and mails out requested information. Ensures all workflow items are completed within the set turn-around-time and quality expectations. Performs monthly audits of work queues. Works with internal and external partners to keep all procedures and training material current. Reviews posted adjustments and self-pay settlement requests for approval/denial. Develops schedule, goals, and audit tools for the Single Billing Office (SBO). Participates in screening and interviewing applicants. Promotes and participates in LEAN practices and strategies.

Requirements

Ability to communicate effectively with internal and external clients
Ability to use good judgment and critical thinking skills to identify and resolve problems
Proficient skills in MS Office software; particularly Excel and Outlook
Computer and telephone knowledge
Efficient and accurate keyboard/typing skills
Ability to exhibit a high level of professionalism with a strong work ethic and commitment to satisfaction
Functional knowledge of HIPAA rules and regulations
In-depth working knowledge of the various applications associated with the workflows
Knowledge of electronic health record (EHR) systems
Advance knowledge of telephone systems including auto dialer and reporting
Ability to lead others
Associate’s degree or higher and one (1) or more years of healthcare billing experience • OR, High School diploma (or equivalent certificate from an accredited program) and two (2) or more years of experience in healthcare billing and/or call center

Nice To Haves

Bilingual Spanish
Medical Billing/ Call Center certifications
Epic experience

Responsibilities

Assists the Customer Care Representatives (CCR) with questions and handle escalated callers.
Provides in-depth review of patient account information to answer questions regarding patient responsibility, account billing status, insurance information and charges.
Develops call handling training and documents for CCRs and perform monthly call audits.
Works in Cisco phone system to load outbound list, reviews call reports and takes appropriate actions.
Develops and maintains training documents for complex accounts including but not limited to probate, bankruptcy and settlement offers.
Monitors the inventory and progress of accounts placed with external collection agencies.
Works with internal and external partners on escalated concerns. Conducts in-depth research of concerns, communicates and documents findings.
Communicates and transfers information to clinics and departments as applicable for resolution.
Works patient correspondence, updates information, audits accounts and mails out requested information.
Ensures all workflow items are completed within the set turn-around-time and quality expectations. Performs monthly audits of work queues.
Works with internal and external partners to keep all procedures and training material current.
Reviews posted adjustments and self-pay settlement requests for approval/denial.
Develops schedule, goals, and audit tools for the Single Billing Office (SBO).
Participates in screening and interviewing applicants.
Promotes and participates in LEAN practices and strategies.