JOB SUMMARY

The Coordinator Customer Service CBS (Centralized Business Services) is a general revenue cycle subject matter expert, and a first point of contact and lead for a group of Customer Service Specialists CBS. This position acts as a liaison between the Customer Service Specialists CBS and Supervisor of Customer Service CBS department. The Coord Customer Service CBS monitors call volumes, productivity, and quality reviews and assists with escalations and overflow calls as needed.

ESSENTIAL FUNCTIONS OF THE ROLE

Builds sustainable relationships and trust with Customer Service Specialists CBS and patients through open and interactive communication.

Provides support and training for less experienced team members.

Provides accurate, valid, and complete follow through on escalations.

Monitors call dashboard ensuring adequate coverage and correct procedures are followed.

Reviews weekly statistical performance reports.

Assesses performance for team and individuals and identify improvement opportunities and proactively works with Supervisor to improve performance.

Effectively communicates expectations and results to staff, reviewing areas of success as well as any opportunities for improvement as needed.

Performs quality reviews (QR) for the staff and ensures consistency and fairness when doing so.

KEY SUCCESS FACTORS

Master skills for Customer Service Specialist CBS; performs as a team lead.

Strong communication and leadership skills.

Subject matter expert for Epic and Revenue Cycle Operations.

BENEFITS

Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

- EDUCATION - H.S. Diploma/GED Equivalent

- EXPERIENCE - 4 Years of Experience