Healthcare Customer Service Lead

CU Medicine; Aurora (CO); Hybrid; USD 45,000 - 75,000; Full time

Job summary

An established industry player in healthcare is seeking a Healthcare Customer Service Lead to enhance patient experiences. This role involves managing a dedicated team, addressing patient concerns, and ensuring service level agreements are met. The ideal candidate will demonstrate strong leadership skills and a commitment to effective communication and teamwork. This position can be performed fully remotely, offering a flexible work environment while contributing to a vital aspect of healthcare delivery. Join a supportive team that values professionalism and accountability in a rewarding and dynamic setting.

Benefits

Generous leave

Health plans

Retirement contributions

Qualifications

• 3-5+ years of healthcare experience with direct patient contact.
• Strong leadership and accountability in managing a team.

Responsibilities

• Manage staffing levels and handle call volume effectively.
• Lead the Patient Services team, ensuring high performance.

Skills

Healthcare Customer Service

Leadership

Bilingual (English/Spanish)

Problem-Solving

Effective Communication

Technology Skills

Education

High School Diploma or Equivalent

Tools

ICD-10 Coding

CPT Coding

Accounts Receivable Management

Job description

University of Colorado Medicine, AURORA, Colorado, United States of America

Job Description

Posted Friday, April 25, 2025 at 8:00 AM

University of Colorado Medicine (CU Medicine) is the region’s largest and most comprehensive multi-specialty physician group practice. The CU Medicine team provides business operations, revenue cycle, and administrative services to support over 4,000 University of Colorado School of Medicine physicians and advanced practice providers. These providers deliver expert, compassionate healthcare services at primary and specialty care clinics and facilities operated by affiliate hospitals of the University of Colorado.

We are seeking a highly motivated Healthcare Customer Service Lead to join our Patient Services team.

This position can be performed 100% remotely, and out-of-state candidates are encouraged to apply.

The Healthcare Customer Service Lead will enhance the patient experience by serving as a leader within the Patient Services Department. Responsibilities include managing staffing levels to handle call volume, de-escalating patient concerns, and providing training for staff development. The ideal candidate demonstrates strong leadership, professionalism, and accountability, maintaining a positive, approachable demeanor. A commitment to teamwork, problem-solving, and effective communication is essential for interacting proactively and respectfully with patients, colleagues, and stakeholders.

• Handle escalated communications from patients, hospitals, and insurance companies.
• Lead and manage the Patient Services Department team, promoting accountability and high performance via chat and email.
• Monitor and evaluate team performance, providing coaching and development opportunities.
• Communicate department goals and deadlines clearly to team members.
• Prepare and present performance reports to upper management.
• Ensure client satisfaction and meet service level agreements (SLAs).
• Conduct team meetings to foster open communication.
• Manage inbound and outbound call flow effectively.
• Address and resolve customer complaints and issues promptly and empathetically.
• Identify and implement strategies to improve quality and productivity.
• Train and onboard new team members on processes and standards.
• Perform other duties and support special projects as needed.

Requirements:

• High school diploma or equivalent.
• 3-5+ years of healthcare experience involving direct patient contact, preferably in billing, insurance, or customer service roles.
• Bilingual in English/Spanish is highly preferred; this skill set may include a pay differential.
• Working knowledge of ICD-10 and CPT coding, medical terminology, and Accounts Receivable management.
• Strong technology skills.
• Ability to maintain effective relationships with internal and external stakeholders.

All applications MUST be submitted via our website. You may redact or remove age-related information such as date of birth or graduation dates from your materials. You will not be penalized for doing so.

CU Medicine is committed to maintaining a safe, secure environment for staff and visitors. Background checks are required for all prospective employees. We are an equal opportunity employer.

The listed pay range reflects CU Medicine’s good faith estimate at the time of posting, based on market data. Final compensation will consider factors such as experience, education, and internal equity.

CU Medicine offers generous benefits including leave, health plans, and retirement contributions, which enhance total compensation. More information about benefits can be found here.

Jobs are posted for a minimum of 7 days or until 250+ applications are received, whichever comes first.

CU Medicine supports a Tobacco-Free Workplace, prohibiting tobacco use on all property, including the Anschutz Medical Campus and nearby locations.