Home Care NIV Customer Service Team Lead

This is a fully remote role with standard business hours, Monday through Friday, 8:00 AM to 5:00 PM.  (Occasional communication with referrals, patients, and staff in regards to oncall or after hours needs)

Leads customer service representatives in patient inquiries via telephone and email. Determines the best method for problem resolution meeting patient needs and organizational guidelines. Leads issue resolutions with other departments as necessary. Gathers patient personal and billing information for database entry and scheduling.

Key Responsibilities:

• Lead daily productivity of the CSR team and assist the RT team lead with RT productivity
• Monitor daily queues for timely set ups and follow ups
• Communicate with referrals, patient, and staff concerns
• Work the current patient census to correct billing issues and maintain proper guidelines for all orders coming in
• Lead and monitors the NIV (Non Invasive Ventilator) team with structured processes to improve overall growth
• Patient and referral satisfaction
• Proper documentation to bill accurately
• Results-oriented with a focus on process improvement
• Strong leadership skills
• Team development
• Build relationship with the sleep education team for referral marketing and satisfaction.

**Success in this role will be demonstrated through driving process improvements that 

positively impact key metrics, including overall census and financial growth**

To be considered, candidate MUST have the following:

• Strong computer skills
• Medical systems background - EMR and electronic ordering
• Strong understanding in insurance requirements 
• Experience in DME invoicing 

Requirements:

• High School Diploma/GED required.
• 3-5 years of customer service experience required.
• Knowledge of medical terminology and medical coding required.
• Ability to type 30+ words per minute.
• Requires working knowledge of computers.

• Indiana University Health has nearly 40,000 team members, including more than 3,600 physicians and 1,200 advanced practice providers, and we’re home to the largest nursing network in Indiana with more than 9,000 nursing team members at over 800 sites of care.
• IU Health is ranked No. 1 in Indiana by U.S. News & World Report, Riley Children's Health is ranked among the top children's hospitals in the country by U.S. News & World Report.
• A unique partnership with the Indiana University School of Medicine – one of the nation’s largest medical schools – gives patients access to groundbreaking research and innovative treatments, and it offers team members access to the latest science and the very best training – advancing healthcare for all.
• With 15 hospitals, including seven with Magnet designation and eight with Pathways to Excellence designation, our team members are leading the way through excellence.
• At Indiana University Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as advanced clinical training, leadership development, promotion opportunities and cross training development.
• Indiana University Health is invested in the lives of Hoosiers, leading the transformation of healthcare to make Indiana one of the nation’s healthiest states.