Lead Customer Service Representative

UCFS Healthcare•Norwich, CT

5h•$23 - $26•Hybrid

About The Position

UCFS strives to use person-centered care to improve the health and well-being of everyone in our community. We are currently seeking a Lead Customer Service Representative who provides courteous and professional customer service to all UCFS clients, patients, and visitors, as well as internal customer support for clinical staff. Serves as a knowledgeable resource to the Customer Service Representative team across all locations, supports consistent workflows and cross-training, assists with intake support for front desk, behavioral, medical, and dental services, and works closely with the Patient Access Supervisor on special projects and process improvements.

Requirements

High school diploma or general education degree (GED)
Three years of customer service or patient access experience in a medical office or health center including demonstrated proficiency with customer service workflows and customer service role systems.
A valid driver’s license and state mandated levels of auto liability insurance.
Access to transportation for up to 50% travel to other UCFS Healthcare sites Colchester, Griswold, Norwich, New London, and Plainfield, CT as needed for assistance and coverage.
Adaptability to varying site workflows, staffing needs, and operational priorities.
Familiarity with software programs such as Microsoft Office Suite
Familiarity with electronic health records (EHR) systems, preferably EPIC
Demonstrated communication & interpersonal skills to place clients/patients at ease to screen their needs & provide correct service(s)
Excellent communication, interpersonal skills, and problem-solving skills.
Ability to coach, guide, and support peers professionally without direct supervisory authority.
Strong organizational skills with the ability to assist with special projects, workflow updates, cross-training activities, and communication of operational changes

Nice To Haves

1 year of experience supporting peers, training others, coordinating coverage, or serving as a subject matter resource is highly preferred.
An equivalent combination of education (above a high school diploma or GED) and experience may be considered.

Responsibilities

Serves as a lead resource for Customer Service Representatives across UCFS locations, providing guidance, workflow support, and assistance with day-to-day questions while escalating issues to the Patient Access Supervisor as appropriate.
Maintains cross-training and working knowledge of front desk and customer service workflows at all locations, including Colchester, Griswold, Norwich, New London, and Plainfield, to support coverage, consistency, and operational needs.
Assists with onboarding, training reinforcement, and continued development of Customer Service Representatives by modeling standard workflows, sharing best practices, and supporting consistent service delivery.
Provides support to the Customer Service Representative team during staffing gaps, high-volume periods, location coverage needs, and workflow changes.
Works closely with the Patient Access Supervisor on special projects, workflow reviews, process improvements, and implementation of new procedures related to customer service operations.
Greets all clients, visitors, and employees, providing courteous and professional customer service in person or on the telephone. Performs proper protocol for announcing visitors as directed their home department.
Services the reception area and performs related data collection/entry; screens all clients and updates pertinent demographic and insurance information into the Electronic Health Record.
Follows the check-in and out workflow process to ensure that the client and clinical staff experience exceptional customer service.
Services clients, visitors, and callers collecting and providing information, answering questions, and making referrals regarding UCFS Health Center services, providers, medical records, scheduling, insurance, copays, sliding fees, billing, and related.
Schedules and books clients for appointments with Behavioral Health, Dental, Medical and all other Health Center services, utilizing proper systems for clinician and/or UCFS employee notification.
Performs medical records duties; including requesting, retrieving and filing records, scanning documents into the Electronic Health Record, assisting in the Release of Information applications, and monitoring fax servers and laboratory interfaces.
Enters new or existing demographic and insurance information into the Electronic Health Record, as well as perform insurance verifications and collect copay verification. Performs initial client intakes as necessary.
Collects payments and copayments for services rendered and reconcile daily financial activities.
Responsible for collecting financial information from clients, including household size and income (Federal Poverty Level), and informing clients of agency’s various payment relief programs such as the Sliding Fee scale.
Treats co-workers, clients and visitors respectfully, courteously and professionally, addressing conflict and disagreement in a positive and respectful manner.
Performs other clerical and administrative tasks in support of the site operations and staff as assigned.
Monitors recurring workflow questions, training needs, and customer service trends and communicates observations or recommendations to the Patient Revenue Supervisor.
Performs related administrative duties, including documentation of care coordination activities and any other record-keeping and administrative tasks required for reporting purposes.
Performs other related duties as assigned by Patient Access Supervisor.