Lead Customer Service Specialist

Vail Health has become the world’s most advanced mountain healthcare system. Vail Health consists of an updated 520,000-square-foot, 56-bed hospital.  This state-of-the-art facility provides exceptional care to all of our patients, with the most beautiful views in the area, located centrally in Vail. Learn more about Vail Health here.

Some roles may be based outside of our Colorado office (remote-only positions). Roles based outside of our primary office can sit in any of the following states: AZ, CO, CT, FL, GA, ID, IL, KS, MA, MD, MI, NC, NJ, OH, OR, PA, SC, TN, TX, UT, VA, WA, and WI. Please only apply if you are able to live and work primarily in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.   About the opportunity:   The primary responsibility of the Team Lead is to provide support and/or assistance to the Manager/Supervisor and team, while maintaining productivity of duties assigned. This job requires the Team Lead to work independently, make good decisions strategically. Communicate changes to ensure patient satisfaction through resolution of complaints, responding to correspondence, and/or processing payments and refunds. Responsible for supervision of daily call traffic, processing of incoming calls, resolving escalated calls, dispatching supervisory calls, and assisting Customer Service Specialists with client related questions.   What you will do:

• Resolve patient and insurance issues through taking phone calls, answering voicemails, taking action on all correspondence, and working with walk-in patients.
• Manages daily call traffic flow and makes adjustments to phone coverage based on call traffic patterns to ensure 95% of calls presented to individual Customer Service Representative and Customer Service Call Center queue are handled. Assists in handling escalated client related concerns/questions. Delegates escalated calls to Manager/Director of PFS as appropriate. 
• Provides training and support to all Customer Service Specialist Representatives with oversight from PFS Management.
• Verify patient account balances, take payments and applies payments and adjustments to patient accounts in the various computer systems. Reconciles daily cash collections made through Customer Service.
• Triage then communicate and collaborate with team members for account resolution.
• May be required to process mail and patient refunds, as well as perform cash posting, billing, and patient follow-up.
• Monitors and provides data to Management regarding quality and productivity of Customer Service Specialist calls for quality and training purposes. Monitors and provides data to Management regarding quality and quantity of Customer Service Specialist contacts for quality and training purposes, process improvement, and projects at both department and organization level.
• Enters confidential personal health information and financial information into computerized system with a high rate of accuracy.

This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.   What you will need:   Experience:

• Three years of customer service experience required. 
• Healthcare experience with a physician, a hospital, or admissions preferred.

Education:

•  N/A

License(s) and Certification(s):

• Patient Financial Specialist by Healthcare Business Insights (HBI) preferred
• Certified Revenue Cycle Specialist by American Association of Healthcare Administrative Management (AAHAM) preferred

 

 

 

Benefits at Vail Health (Full and Part Time) Include:

• Competitive Wages & Family Benefits:
  • Competitive wages
  • Parental leave (4 weeks paid)
  • Housing programs
  • Childcare reimbursement 
• Comprehensive Health Benefits: 
  • Medical
  • Dental 
  • Vision
• Educational Programs: 
  • Tuition Assistance 
  • Existing Student Loan Repayment
  • Specialty Certification Reimbursement
  • Annual Supplemental Educational Funds
• Paid Time Off:
  • Up to five weeks in your first year of employment and continues to grow each year.
• Retirement & Supplemental Insurance:
  • 403(b) Retirement plan with immediate matching 
  • Life insurance
  • Short and long-t