Customer Service Lead - NCC - 991676 ** Internal to Department Only **

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Job Title: Customer Service Lead - NCC - 991676 ** Internal to Department Only** Location: Fort Lauderdale-Davie, Florida Work Type: Full Time with Full Benefits Job Category: Exempt Hiring Range:   Pay Basis:

Annually

Subject to Grant Funding?: No   Essential Job Functions: 1. Acts as a primary liaison to clinic and academic administration.

2. Serves as trainer, quality observer, and preceptor for junior employees, while performing the duties of a customer service agent.

3. Supports achievement of key metrics to ensure staff delivers a seamless, exceptional student and patient experience across a broad range of processes, applications, and customer touch points including voice, email, web chats, texts, and faxes.

4. Monitors real-time service levels, queue volume, and agent availability to support service level targets.

5. Provides guidance and manages escalated interactions following established protocols to ensure patient safety and data integrity.

6. Provides feedback and coaching in real time to each team member in support of their adherence and productivity goals.

7. Provides technical guidance to others on a frequent basis and "rounds" with employees in the team.

8. Facilitates training, knowledge transfer and at-the-elbow support skills as a role model and subject matter expert (SME).

9. Identifies system and workflow improvements to enhance team efficiency; assists in investigation and determination of causes for customer complaints and performance deficiencies and suggests corrections.

10. Uses software to answer, coordinate, track, and monitor interactions across multiple channels of communication.

11. Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

12. Explains/clarifies policies, procedures, or services with regards to patient scheduling, admissions, enrollment, registration and/or financial aid to customer service representatives.

13. Coordinates referrals and insurance requirements by obtaining and/or confirming patient information to ensure the patient receives maximum benefits for services. Assures regulatory and compliance requirements follow local payor coverage determinations. Ensures accurate pre-appointment registration.

14. Explains policies, procedures, or services to patients using medical or administrative knowledge.

15. Refers unresolved customer grievances to designated departments for further investigation.

16. Checks to ensure that appropriate actions were taken to resolve customers' problems.

17. Demonstrates University's core values and service values in all interactions.

18. Attends meetings, educational conferences, and training workshops and serves on committees.

19. Ensures compliance with university and departmental policies and procedures, including compliance with Health Insurance Portability and Accountability Act (HIPAA) to always safeguard protected health information (PHI).

20. Completes special projects as assigned.

21. Performs other duties as assigned or required.
Marginal Job Functions: 1. Schedules patient appointments for both primary and specialty care physician visits in accordance with established clinical and insurance requirements to improve access and care coordina