Customer Service Team Lead

UT Southwestern Medical Center; Dallas (TX); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading medical center in Dallas is looking for a Customer Service Team Lead for its Account Resolutions Department. This role involves overseeing a team, resolving complex patient inquiries, and fostering a positive team environment. Candidates should have a strong background in medical billing and customer service. The position offers a competitive benefits package and is primarily work-from-home.

Benefits

Comprehensive benefits package

Paid Time Off

Tuition Reimbursement

Wellness programs

Qualifications

• Minimum of 5 years’ experience in medical billing and customer service.
• Strong math and communication skills.
• Proven ability to handle complex problem solving.

Responsibilities

• Lead and develop the Customer Service team.
• Handle patient inquiries and complaints.
• Implement workflow improvements in customer service.

Skills

Medical billing experience

Customer service skills

Problem-solving abilities

Leadership experience

Education

High School Diploma or equivalent

Job description

Overview

WHY UT SOUTHWESTERN? With over 75 years of excellence in Dallas-Fort Worth, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you\'ll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY

Works under general supervision to assist with the patient inquiries and/or account corrections or adjustments. Works under moderate supervision while providing leadership and technical skills to ensure resolution of the more complex patient issues within the Account Resolutions Department. This position also requires one to research, investigate and document resolution of patient escalated account discrepancies.

Are you ready to be a guiding resource for your peers, using your expertise in patient account management and customer service to support both the team and our patients?

At UT Southwestern Medical Center, we are seeking a dedicated Customer Service Team Lead to join our Account Resolutions Department—a vital part of our mission to provide exceptional patient care and service.

In this role, you\'ll work with moderate supervision, leveraging your strong technical skills and leadership abilities to guide a team of customer service professionals. You will be the go-to expert for resolving complex patient account inquiries and escalations, helping ensure every patient receives timely, accurate, and compassionate service. Your work will involve investigating discrepancies, coordinating with multiple departments, and championing process improvements that enhance our revenue management and overall patient experience.

As a Customer Service Team Lead, you will train, motivate, and assist in developing the team, providing valuable feedback to supervisors and fostering a culture of continuous learning and growth. You\'ll also be instrumental in managing communication workflows, overseeing patient callbacks, and addressing complaints with professionalism and empathy.

Our culture at UT Southwestern is built around the core values of PACT — Problem Solving, Ability & Accountability, Communication & Compassion, and Teamwork. We believe every team member contributes to creating a positive, respectful, and supportive environment for patients and colleagues alike.

What You Bring:

• A minimum of 5 years’ experience in medical billing and customer service, along with strong math and communication skills.
• Proven ability to handle complex problem solving and decision making.
• Leadership experience that inspires, trains, and drives team success.
• A commitment to providing outstanding service with compassion and professionalism.

Why Join Us?

At UT Southwestern, you’ll be part of a forward-thinking, inclusive organization dedicated to excellence in patient care and employee development. We value diversity, teamwork, and a proactive approach to solving challenges, creating a rewarding workplace where you can grow your career while making a meaningful impact every day.

• Shift: 8:00am-5:00pm, Monday through Friday
• Work From Home (WFH): THIS IS A WFH position. The preferred candidates reside in the Greater DFW area. Additional details regarding the WFH setup will be discussed during the interview process.

BENEFITS

UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

Experience and Education

Required

• Education
  High School Diploma Or equivalent

• Experience
  5 years Of medical billing and customer service experience

Job Duties

• Provides direction, development, and guidance to Customer Service staff. Reports any applicable updates, corrections or system concerns. Maintains pro-active approach with addressing/implementing changes impacting the various processes within the Customer Service area. Leads, trains, and motivates staff to achieve goals and objectives. Provides feedback to Account Resolutions Supervisors regarding training experience along with additional opportunities for continued growth and improvement.
• Reviews telephony system voicemails daily to ensure completion of patient call backs.
• Participates in the development and implementation of recommendations for workflow, programs, and procedures affecting revenue management and performance improvement.
• Demonstrates ongoing competency skills, above level problem solving skills and decision-making abilities.
• Responsible for all inquiries regarding PLS patients. Coordinates with all levels of management to resolution.
• Handles patient complaints in a timely and professional manner; promotes excellent customer service and takes appropriate action based on survey results.
• Researches, monitors and updates, as necessary, accounts referred to OGC, Risk management, and Bad Debt.
• Reviews and requests refunds for patients.
• Performs other duties as assigned.

Security and EEO Statement

Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

EEO
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.