Customer Service Representative - Patient Registration, Team Lead

R1•Austin, TX

18h•Onsite

About The Position

R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration. As our Customer Service Representative – Team Lead, you’ll be the shift lead for our Customer Service team that helps our patients check into the hospital. This position will oversee the day-to-day performance metrics for Patient Experience Specialists including assisting in the planning, organizing, directing, coordinating, and controlling any and all activities and resources which directly or indirectly impact the timely and accurate processing of patients. To thrive in this job, you’ll need to be a confident multi-tasker who is a quick study with technology and can type and answer phones. You don’t need to have any previous experience or knowledge in healthcare. Since this is a hospital/lab environment, you will need to be prepared to see illness and injuries. You must also be up to date on all vaccinations, pass a drug test, and pass a background check prior to hire. Here’s what you can expect working in Patient Registration (Customer Service): Ensure that the team meets production standards, deadlines and work schedules by paying close attention to the departmental functions: high quality customer service, proper procedures, quality assurance, patient privacy, and confidentiality standards. Efficient and effective utilization of all available departmental resources, whether human, physical or technological. Assists with the selection, training, coaching, evaluation, counseling and development of patient account representative staff in order to meet production and quality standards. Responsible for creating and maintaining a positive, upbeat, people oriented departmental culture by maximizing team member moral and engagement. Working on computers and answering phones to intake information in a busy environment. You’ll work across multiple screens collecting details that must be input correctly between physician and nurse check-ins. You should feel comfortable working across multiple programs and typing as quickly as patients can talk. You will work around clinicians interrupting the registration process for emergent clinical care. Helping people who may be very ill or worried. We’re not human computers intaking information. Patients need you to be there for them and listen carefully to ease their anxiety. You’ll ask follow-up questions and build rapport in real time. Fast-paced work environment, often on your feet assisting patients complete their registration. While collecting patient and insurance information may seem straightforward, there is a lot of variation in health plans and coverage, that will require knowledge through training. While the data you collect may be predictable, the people you’ll get it from aren’t. You must work quickly and expect the unexpected. This is not a casual desk job. A team you can rely on. We care about your progress toward career goals. This is the next step of your healthcare career at R1 RCM Inc.

Requirements

High School Diploma or GED
Excellent customer service experience
At least 6 months in a comparable role
Up to date on all vaccinations
Pass a drug test
Pass a background check prior to hire
Ability to be a confident multi-tasker
Quick study with technology
Ability to type and answer phones
Comfortable working across multiple programs
Ability to type quickly
Ability to work quickly and expect the unexpected
Ability to be on your feet assisting patients

Nice To Haves

Previous experience or knowledge in healthcare

Responsibilities

Oversee the day-to-day performance metrics for Patient Experience Specialists.
Assist in the planning, organizing, directing, coordinating, and controlling of activities and resources impacting timely and accurate patient processing.
Ensure the team meets production standards, deadlines, and work schedules.
Maintain high quality customer service, proper procedures, quality assurance, patient privacy, and confidentiality standards.
Ensure efficient and effective utilization of all departmental resources.
Assist with the selection, training, coaching, evaluation, counseling, and development of patient account representative staff.
Create and maintain a positive, upbeat, people-oriented departmental culture by maximizing team member morale and engagement.
Work on computers and answer phones to intake information in a busy environment.
Work across multiple screens collecting details that must be input correctly.
Work around clinicians interrupting the registration process for emergent clinical care.
Listen carefully to patients to ease their anxiety.
Ask follow-up questions and build rapport in real time.
Assist patients in completing their registration.
Collect patient and insurance information, understanding variations in health plans and coverage.