Team Lead

<p><b><u>Job Family</u>:</b></p>Patient Account Representative<p><br/><b><u>Travel Required</u>:</b></p>None<p><br/><b><u>Clearance Required</u>:</b></p>None<p></p><p></p><p><b><u>What You Will Do:</u></b></p><p>The Customer Service Team Lead under general supervision and according to established policies and procedures, performs a variety of duties related to the customer service and self-pay functions. Such duties may include, but are not limited to, the following responsibilities:</p><ul><li><p>Answer inbound customer service calls and make some outbound follow up calls in a professional, patient experience and customer service-oriented manner.</p></li><li><p>Answer the calls timely without drops/abandons.</p></li><li><p>Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution.</p></li><li><p>Facilitate resolution by referring the matter to the issue/content expert.</p></li><li><p>Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert can effectively resolve the matter.</p></li><li><p>Resubmit Corrected Claims and supporting documentation as need for the patient experience.</p></li><li><p>Communicate with other organizational departments to ensure proper handling of patient accounts.</p></li><li><p>Communicates issues to management timely and performs other duties as assigned by direct supervisors.</p></li><li><p>Perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure</p></li><li><p>Exceptional customer service skills including effective and efficient problem solving and analyzing skills.</p></li><li><p>Professional and calming tone of voice with complete command of the English language free of use of inappropriate grammar</p></li><li><p>Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact</p></li><li><p>Ability to perform essential job functions with high degree of independence, flexibility, and creative problem-solving techniques</p></li><li><p>Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.</p></li><li><p>Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities</p></li><li><p>Ability to interpret and apply reimbursement aspects of managed healthcare contracts</p></li><li><p>Attentive listening skills</p></li><li><p>Ability to clearly articulate a response to the customer using appropriate voice modulation</p></li><li><p>Demonstrates subject matter expertise within revenue cycle follow-up and customer service</p></li><li><p>Demonstrates ability to function independently to complete assigned tasks</p></li><li><p>Assists in facilitating team huddles, onboarding new staff, and providing at-the-elbow support for other staff</p></li><li><p>Other duties as assigned</p></li></ul><p></p><p><b><u>What You Will Need:</u></b></p><ul><li><p>High School Diploma or equivalent</p></li><li><p>8+ years experience in customer service, healthcare or financial services</p></li></ul><p></p><p><b><u>What Would Be Nice to Have:</u></b></p><ul><li><p>Bilingual (English/Spanish)</p></li><li><p>Dialer experience</p></li></ul><p></p><p>#IndeedSponsored</p><p>#LI-DNI</p><p></p><p></p><p><br/><b><u>What We Offer</u>:</b></p><p>Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.</p><p></p><p>Benefits include:</p><ul><li><p>Medical, Rx, Dental &amp; Vision Insurance</p></li><li><p>Personal and Family Sick Time &amp; Company Paid Holidays</p></li><li><p>Position may be eligible for a discretionary variable incentive bonus</p></li><li><p>Parental Leave</p></li><li><p>401(k) Retirement Plan</p></li><li><p>Basic Life &amp; Supplemental Life</p></li><li><p>Health Savings Account, Dental/Vision &amp; Dependent Care Flexible Spending Accounts</p></li><li><p>Short-Term &amp; Long-Term Disability</p></li><li><p>Tuition Reimbursement, Personal Development &amp; Learning Opportunities</p></li><li><p>Skills Development &amp; Certifications</p></li><li><p>Employee Referral Program</p></li><li><p>Corporate Sponsored Events &amp; Community Outreach</p></li><li><p>Emergency Back-Up Childcare Program</p></li></ul><p></p><p><u><b>About Guidehouse</b></u></p><p>Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.</p><p></p><p>Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Fr