Lead, Customer Service

Lincare•Ogdensburg, NY

About The Position

The Lead CSR works specifically on various reports such as Held Sales, Rx Expiration, Prior Authorization Expiration, Turning 65, and Customer Billing Survey reports. The primary goal is to decrease held sales in centers that are ineffective with this function. This role involves answering incoming calls, processing reports by contacting customers, insurance providers, and physicians' offices, and handling mail. The Lead CSR is also responsible for checking employee task assignments, reporting on held sales goals, assisting in employee training, communicating policy updates, serving as a first point of contact for team members' questions, and monitoring phone procedure compliance and break schedules.

Requirements

High school diploma or general education degree (GED)
One year related experience and/or training, or equivalent combination of education and experience

Responsibilities

Answers incoming calls and makes determination of required action
Processes Held Sales reports by contacting customers, insurance providers, physicians' offices, and reviewing with regional accounting office
Handles mail and outgoing courier packages for the center, including responding to requests for information from internal sources
Knowledgeable of existing and new information regarding equipment, compliance adherence, insurance coverage criteria, and carrier policies
Knowledgeable of paperwork and internal reports
Has a thorough understanding of the AS-400 and the CDR
Checks employees' task assignments and status daily
Reports weekly Held Sales decrease and goals to Centralized CSR Supervisor/Manager and RM/VP
Daily work on Held Sales in centers assigned to them
Assists in the training of employees
Communicates policy and procedure updates to staff
Serves as the first point of contact for their team members' questions and assists with problems regarding work functions and patient accounts
Monitors phone procedure compliance
Monitors adherence to break schedule