The individual in this role is a key member of the Customer Service management team responsible for assisting the Customer Service supervisor in supervising day to day customer service representative activities during assigned hours and assisting in the communication of customer service information to other areas in the department. The incumbent is a resource person providing education, guidance and direction to customer service staff during assigned shift, while also, under direction, responsible for professionally interacting with customers including patients, physicians and other staff members to thoroughly and promptly research and resolve all inquiries and customer service problems. In addition, assists with other duties as assigned. The incumbent is responsible for training new customer service reps, providing continuing education to the customer service staff and as a consultant for the staff's technical questions and completing customer service functions following established policies and procedures. These activities are completed following established policies and procedures, and in compliance with Joint Commission, Medicare, Payer contracts, HIPAA, regulatory agencies and the organization's Code of Conduct.