Customer Service Representative - Lead

Luminis Health • Annapolis, MD

2h • $20 - $25 • Onsite

About The Position

This position is responsible for adhering to the standardization, accuracy, and compliance policies of the department and organization. The role involves answering phones, responding to inquiries, collecting financial responsibilities from patients, and assisting with training and orientation of new staff. The Lead Customer Service Representative also monitors payroll entries, schedules employees, and collaborates with management on policy development and process improvements. They maintain professional communication with patients, staff, and visitors, ensuring excellent customer service. This role involves ongoing communication with leadership to resolve problems, develop training plans, and implement departmental changes. Additionally, the position assists with the re-credentialing process, develops training curriculum, and oversees employee orientation and competencies. Participation in team performance reviews, reporting variances, troubleshooting equipment, and attending departmental meetings are also key functions. The role may also manage critical staffing-shortage calls.

Requirements

• High school diploma or GED.
• Five years of previous registration and admissions experience and/or hospital billing.
• Excellent verbal and written communication skills.
• Demonstrated supervisory skills.
• Medical terminology required with 2 years of billing experience preferably in a hospital environment.
• Certified Healthcare Access Associate (CHAA) required within 6 months of employment

Responsibilities

• Answers the phone following department guidelines, responds to inquiries, and refers all calls as appropriate.
• Communicates financial responsibilities to patients and collects funds accordingly.
• Assists with the training and orientation of new staff.
• Monitors and corrects payroll entries for manager review and completion.
• Schedules employees via Active Staffer and works collaboratively with the Manager to develop policies and processes for staff self-scheduling utilization.
• Communicates with patients, medical staff, hospital staff and visitors in a professional manner providing excellent customer service as reflected in AAHS/HCE’s policies and practices.
• Maintains ongoing communications with leadership, by reviewing processes, tasks and responsibilities to resolve problems to meet departmental and staffing needs.
• Collaborates with leadership on activities to include (but not limited to) developing training plans and departmental program changes, enhancements and compliance regulations.
• Assists with orientation and mandatory re-credential process for compliance of registration functions.
• Develops training curriculum in collaboration with Director and oversees the employee orientation processes and annual competencies.
• Participates in team performance reviews.
• Reports variances to manager to ensure compliance and processes in regards to regulatory agencies.
• Troubleshoots equipment problems and maintains supply and inventory.
• Participates in an expert role, when required, for systems, process, and computer upgrades and improvement.
• Regularly participates in departmental and collaborative meetings to address and/or to assist in improving registration processes and functions.
• Participates in developing and/or improving process workflows.
• Assists in creating and improving processes, policies, SOPs, and workflows.
• Manages critical staffing-shortage calls, as necessary.

Benefits

• Medical, Dental, and Vision Insurance
• Retirement Plan (with employer match for employees who work more than 1000 hours in a calendar year)
• Paid Time Off
• Tuition Assistance Benefits
• Employee Referral Bonus Program
• Paid Holidays, Disability, and Life/AD&D for full-time employees
• Wellness Programs
• Employee Assistance Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED