Lead, Customer Service

Lincare Holdings; Town of Orchard Park (NY); Sur place; USD 22 000 - 32 000; Plein temps

Résumé du poste

Lincare Holdings in New York is seeking a Lead CSR to manage Held Sales reporting, Rx Expiration and Prior Authorization processes, and customer billing surveys. The role focuses on decreasing held sales in centers by coordinating with customers, providers, and accounting teams.

The successful candidate will handle incoming calls, ensure compliance with policies, train staff, and serve as a primary contact for the team while monitoring procedures and performance against goals.

Qualifications

• High school diploma or GED required.
• One year related experience and/or training, or equivalent combination of education and experience.

Responsabilités

• Answers incoming calls and makes determination of 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
• Knowledgeable of existing and new information regarding equipment, compliance adherence, insurance coverage criteria, and carrier policies
• 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
• 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

Formation

High School Diploma or GED

Outils

AS-400

CDR

Description du poste

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.

• Answers incoming calls and makes determination of 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
• Knowledgeable of existing and new information regarding equipment, compliance adherence, insurance coverage criteria, and carrier policies
• 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
• 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
• Offering $16.00 - $23.00 per hour

#CSR

• High school diploma or general education degree (GED)
• One year related experience and/or training, or equivalent combination of education and experience