Customer Services Trainer/QC

Sonora Quest Laboratories / Laboratory Sciences of Arizona•Fox Island, WA

41d

About The Position

Responsible for all functions within the department including dealing directly with patient inquiries and complaints via correspondence, phone or email. Will provides departmental training to all new staff members. Work special projects that will assist the Customer Service unit in meeting goals and/or will increase customer satisfaction.

Requirements

Ability to effectively communicate both verbally and with written communication.
Associate’s degree involving business/communication courses or two years’ experience as a medical billing customer service representative in a healthcare industry.
Requires excellent verbal , written and organizational skills, the ability to interface with difficult customers and work with minimum direct supervision to meet required goals.

Nice To Haves

One year training or supervisory duties.
Additional related education and/or experience

Responsibilities

Responsible for sorting and recording the daily patient correspondence received into scanning batches.
Prepping correspondence batches for scanning.
Handling email correspondence directed to billing from the SQL website which includes customer questions, complaints and insurance updates.
Documentation of the resolution for incoming email and patient correspondence in the billing system.
Responsible for customer service training for new employees and temporary employees both in a classroom setting and on the phones.
Responsible for training on new processes and procedures.
Effectively research, resolve and respond to complex billing issues accurately and expeditiously that come in via patient correspondence.
Assist and mentors less experienced staff with questions as needed.
Responsible for phone monitoring of new employees to measure quality standards.
Assists with phone monitoring of seasoned CSR when needed.
Auditing all new employee correspondence to ensure accurate response is provided to customers.
Accurately document call resolution in the billing system form incoming phone calls either from patients or providers to meet service department service levels.
Assists any walk in customers for the billing department.
Responsible for special projects and assignments. Including all Protected Health Information requests and Medicare Diagnosis changes that come through Customer Service.