Lead, Customer Service

Lincare; Phoenix (AZ); On-site; USD 45,000 - 65,000; Full time

Job summary

A healthcare services company is seeking a Lead CSR in Phoenix, Arizona. The role involves managing Held Sales reports, processing communications with customers and insurance providers, and supporting team operations. Ideal candidates should have strong organizational skills and a commitment to compliance. This full-time position offers the opportunity to make a significant impact in improving sales process efficiency.

Responsibilities

• Answers incoming calls and determines required action.
• Processes Held Sales reports by contacting customers and insurance providers.
• Handles mail and outgoing courier packages for the center.
• Supports compliance and insurance coverage criteria knowledge.
• Checks employees' task assignments and status daily.
• Reports weekly Held Sales decrease to supervisors.
• Assists in employee training and communicates updates.
• Monitors phone procedure compliance and break schedules.

Job description

The Lead CSR works specifically on Held Sales report, Rx Expiration reports, Prior Authorization Expiration reports, Turning 65 reports, and Customer Billing Survey report to decrease held sales in centers that are ineffective with that function.

Responsibilities

• Answers incoming calls and determines required action.
• Processes Held Sales reports by contacting customers, insurance providers, physicians' offices, and reviewing with regional accounting office.
• Handles mail and outgoing courier packages for the center, including responding to requests for information from internal sources.
• Is knowledgeable of existing and new information regarding equipment, compliance adherence, insurance coverage criteria, and carrier policies.
• Is knowledgeable of paperwork and internal reports.
• Has a thorough understanding of the AS-400 and the CDR.
• Checks employees' task assignments and status daily.
• Reports weekly Held Sales decrease and goals to Centralized CSR Supervisor/Manager and RM/VP.
• Performs daily work on Held Sales in centers assigned to them.
• Assists in the training of employees.
• Communicates policy and procedure updates to staff.
• Serves as the first point of contact for their team members' questions and assists with problems regarding work functions and patient accounts.
• Monitors phone procedure compliance.
• Monitors adherence to break schedule.

#CSR

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Other

Industry: Hospitals and Health Care