Patient Accounts Lead Rep-Patient Accounts Duffey

The Lead Service Representative is responsible for the day to day workflow of the Customer Service Representatives, AR Specialists, Billing or Follow-Up Representatives. The Lead is responsible for assigning the workload to the staff in order to avoid bottlenecks. The Lead trains, educates and performs quality measures on all staff members. The Lead Service Representative acts as support to line staff in answering questions of immediacy such as contract terms, billing/reimbursement expectations, cash posting, and customer concerns.

Schedule: Full-time, Monday-Friday (1st shift)

Location: 3700 Corporate Drive, Central Scheduling

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1. Monitors hour by hour the workload to ensure timely and accurate completion of all tasks.
2. Assigns workload to staff.
3. Teaches individual staff such as new employees and current employees identified as needing retraining in order to meet departmental quality standards.
4. Monitors employees' quality and provides monthly statistical reports to the Supervisor and Manager.
5. Compiles productivity totals and reports to the Supervisor.
6. Performs the tasks and duties of a Service Representative when necessary and has a working knowledge of all tasks associated with the department.
7. Acts as a resource in answering staff's questions and in handling difficult situations.
8. Ensures appropriate tools are available to staff to complete their jobs.
9. Assists Supervisor in identifying areas for improvement opportunity.
10. Works with peers in determining the best approach for workflow and special projects.
11. Participates as a cooperative and helpful team member. Acts as a role model to subordinate staff, shows enthusiasm and support and is a positive influence on employee morale.
12. Displays role model qualities in teamwork and cooperation.
13. Attends conferences and inservices to stay up to date in knowledge of payer requirements and regulations for billing and reimbursement and incorporate data learned into the work being processed.
14. Serves on and contributes to various task forces within the department and/or hospital.
15. Performs all other related duties as assigned by supervisor.

EOE M/F/Disability/Vet