Medical Customer Support Team Leader (Evening Shift)

Rotech Healthcare Inc.•Murray, KY

1d•Onsite

About The Position

We are seeking a dedicated Department Team Lead of the Customer Support Center. In this role you will be responsible assisting the team supervisor in managing and directing the activities of the department’s employees including ensuring resources are utilized efficiently, in accordance with department objectives and in ways that consistently promote patient quality and satisfaction. This is an evening shift role from 11:30 am to 8:00 pm CST.

Requirements

Background check (company-wide). Results will not be used automatically to disqualify individuals. Instead, the Company will conduct an individualized assessment that considers the duties of the position, the nature and timing of the offense, and any evidence of rehabilitation, in accordance with applicable laws.
Drug screen (when applicable for the position)
Compliance with healthcare facility credentialing process (when applicable for the position)
Valid driver’s license in state of residence with a clean driving record (when applicable for the position)
Any education requirements mandated by applicable federal, state, or local law, regulation, licensing requirement, or customer contract.
Must be able to type on a computer
One to three years of related prior work experience in a team-oriented environment
Strong customer service background
Effectively communicate in English; both oral and written, with physicians, location employees and patients to ensure questions and concerns are processed in a timely manner
Helpful, knowledgeable and polite while maintaining a positive attitude
Interprets a variety of instructions in a variety of communication mediums
Knowledge of insurance policies and requirements
Knowledge of medical billing practices and of billing reimbursement
Maintain confidentiality and practice discretion and caution when handling sensitive information
Multi-task along with attention to detail
Must be able to accurately perform simple mathematical calculations using addition, subtraction, multiplication and division
Self-motivation, organized, time-management and deductive problem solving skills
Work independently and as part of a team

Nice To Haves

High school diploma or GED equivalent, preferred
Bachelor’s Degree or equivalent
Experience in medical field and administrative record management preferred
Experience in the healthcare industry preferred
Three to five years of supervisory experience is preferred

Responsibilities

Assists with conformance to operational policies and procedures
Brings ideas for process or efficiency improvements to supervisor
Builds relationships with locations, patients and referral sources
Collects co-pays and deductible amounts
Conducts coaching sessions to identify opportunities and recognize positive behaviors
Conducts insurance verification and eligibility for services/products
Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns
Consistently meets productivity measures
Develops and motivates assigned employees and ensures they have the necessary tools and information to effectively perform their job
Identifies team and individual training needs and assists team supervisor in developing plans for immediate and long-term performance improvements
Identifies the most appropriate course of action for problem resolution and effectively communicates plans to the team supervisor
Issues disciplinary action as needed for attendance, work performance and policy violations
Maintains accuracy and quality control throughout patient contact and inputs accurately
Monitors and controls expenses in support of department’s financial goals
Monitors and documents employee performance results and communicates to the team supervisor
Monitors workload of associates, collaborate with the team supervisor to ensure employees meet company expectations
Obtains authorization and qualification documentation
Pro-actively solves problems and provides timely feedback to the team supervisor for resolution to ensure minimal impact on patient
Processes new orders, responds to questions, resolves issues or forwards to appropriate personnel
Processes work orders to field locations and coordinates timely fulfillment of products and services ordered
Provides education to referral sources, patients and employees on qualifications for service and 3rd party billing
Provides thorough review and quality assurance for medical necessity and documentation requirements of payors and regulatory bodies
Performs other duties as assigned

Benefits

Generous paid time off and paid holidays
Overtime pay for non-exempt positions (as applicable)
Commission for Account Executives
Bonus and incentive opportunities
Fixed and variable car reimbursement for Area Managers and Account Executives
Car, mileage, and telephone reimbursement (as applicable)
Employee discount and recognition programs
Employee Assistance Program (EAP)
401(k), HSA, and FSA/Dependent Care FSA
Medical, prescription, dental, and vision coverage
Life insurance, disability, accidental death, identity protection, and legal services
Meru Health mental health and Mercer SmartConnect Medicare programs
Livongo Diabetes and High Blood Pressure programs
Healthcare Bluebook and RX Savings Solutions programs
Hepatitis B (HEPB) and TB vaccinations