Lead Customer Service Representative

United Community & Family Services, Inc.; Norwich (CT); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

401(k) Plan with employer contrib.

Health, dental, vision insurance

Paid time off and holidays

Employee assistance program

Job summary

United Community & Family Services, Inc. is seeking a Lead Customer Service Representative to provide courteous, professional service to UCFS clients, patients, and visitors, and support clinical staff.

You will lead a CSR team, coordinate front-desk workflows, and work with the Patient Access Supervisor on process improvements across multiple locations in eastern CT. The role requires a high school diploma, 3 years of customer service in a medical setting, and familiarity with EHR systems

Qualifications

• High school diploma or GED required.
• Three years of customer service or patient access experience in a medical office/health center.
• One year of peer training/coverage experience preferred.
• Equivalent combo of education and experience considered.

Responsibilities

• Lead CSR across UCFS locations, guiding workflows and escalating to the Patient Access Supervisor.
• Maintain cross-training and coverage for front desk/customer service workflows.
• Assist onboarding, training, and ongoing staff development.
• Provide coverage during staffing gaps and high-volume periods.
• Collaborate on special projects and process improvements with the Patient Access Supervisor.
• Greet clients and manage reception; collect demographics and insurance information in the EHR.
• Schedule appointments across Behavioral Health, Dental, Medical, and other services.

Skills

People skills

Communication

Organizational skills

Adaptability

Team coaching

Customer service

Travel flexibility

Education

High school diploma or GED

Tools

MS Office

EHR (EPIC)

Job description

Description

UCFS strives to use person-centered care to improve the health and well-being of everyone in our community. Share in our vision of being Eastern CT’s best choice for patient-centered healthcare!

We are currently seeking a Lead Customer Service Representative who provides courteous and professional customer service to all UCFS clients, patients, and visitors, as well as internal customer support for clinical staff. Serves as a knowledgeable resource to the Customer Service Representative team across all locations, supports consistent workflows and cross-training, assists with intake support for front desk, behavioral, medical, and dental services, and works closely with the Patient Access Supervisor on special projects and process improvements.

UCFS Hours of Operation: Open 8:00am - 7:00pm; Hours Vary By Day & Location

Expected Schedule: Full-Time, 40 hours/week

Outline of Duties and Responsibilities:

• Serves as a lead resource for Customer Service Representatives across UCFS locations, providing guidance, workflow support, and assistance with day-to-day questions while escalating issues to the Patient Access Supervisor as appropriate.
• Maintains cross-training and working knowledge of front desk and customer service workflows at all locations, including Colchester, Griswold, Norwich, New London, and Plainfield, to support coverage, consistency, and operational needs.
• Assists with onboarding, training reinforcement, and continued development of Customer Service Representatives by modeling standard workflows, sharing best practices, and supporting consistent service delivery.
• Provides support to the Customer Service Representative team during staffing gaps, high-volume periods, location coverage needs, and workflow changes.
• Works closely with the Patient Access Supervisor on special projects, workflow reviews, process improvements, and implementation of new procedures related to customer service operations.
• Greets all clients, visitors, and employees, providing courteous and professional customer service
• in person or on the telephone. Performs proper protocol for announcing visitors as directed their home department.
• Services the reception area and performs related data collection/entry; screens all clients and updates pertinent demographic and insurance information into the Electronic Health Record.
• Follows the check-in and out workflow process to ensure that the client and clinical staff experience exceptional customer service.
• Services clients, visitors, and callers collecting and providing information, answering questions, and making referrals regarding UCFS Health Center services, providers, medical records, scheduling, insurance, copays, sliding fees, billing, and related.
• Schedules and books clients for appointments with Behavioral Health, Dental, Medical and all other Health Center services, utilizing proper systems for clinician and/or UCFS employee notification.
• Performs medical records duties; including requesting, retrieving and filing records, scanning documents into the Electronic Health Record, assisting in the Release of Information applications, and monitoring fax servers and laboratory interfaces.
• Enters new or existing demographic and insurance information into the Electronic Health Record, as well as perform insurance verifications and collect copay verification. Performs initial client intakes as necessary.
• Collects payments and copayments for services rendered and reconcile daily financial activities.
• Responsible for collecting financial information from clients, including household size and income (Federal Poverty Level), and informing clients of agency’s various payment relief programs such as the Sliding Fee scale.
• Treats co-workers, clients and visitors respectfully, courteously and professionally, addressing conflict and disagreement in a positive and respectful manner.
• Performs other clerical and administrative tasks in support of the site operations and staff as assigned.
• Monitors recurring workflow questions, training needs, and customer service trends and communicates observations or recommendations to the Patient Revenue Supervisor.
• Performs related administrative duties, including documentation of care coordination activities and any other record-keeping and administrative tasks required for reporting purposes.
• Performs other related duties as assigned by Patient Access Supervisor.

Why UCFS?

Our team is passionate about the services we provide and is committed to making a difference for our clients and community. At UCFS, a Federally Qualified Health Center, we specialize in integrated care which means having access to essential services to meet the complex needs of those we serve. We work collaboratively across programs at our agency to remove barriers and streamline access to services including behavioral health services, primary care, dental, case management and more. If you are committed to improving the health and well-being of our community, we encourage you to apply for this exciting opportunity.

Requirements

Minimum Education and Experience

• High school diploma or general education degree (GED)
• Three years of customer service or patient access experience in a medical office or health center including demonstrated proficiency with customer service workflows and customer service role systems.
• 1 year of experience supporting peers, training others, coordinating coverage, or serving as a subject matter resource is highly preferred.
• An equivalent combination of education (above a high school diploma or GED) and experience may be considered.

Minimum Certificates, Licenses, Registrations

• A valid driver’s license and state mandated levels of auto liability insurance.

Minimum Skills and Abilities

• Access to transportation for up to 50% travel to other UCFS Healthcare sites Colchester, Griswold, Norwich, New London, and Plainfield, CT as needed for assistance and coverage.
• Adaptability to varying site workflows, staffing needs, and operational priorities.
• Familiarity with software programs such as Microsoft Office Suite
• Familiarity with electronic health records (EHR) systems, preferably EPIC
• Demonstrated communication & interpersonal skills to place clients/patients at ease to screen their needs & provide correct service(s)
• Excellent communication, interpersonal skills, and problem-solving skills.
• Ability to coach, guide, and support peers professionally without direct supervisory authority.
• Strong organizational skills with the ability to assist with special projects, workflow updates, cross-training activities, and communication of operational changes

UCFS Healthcare Offers a Competitive Benefits & Perks Package to Our Hardworking Team Which Can Include:

• Financial - Yearly Performance Merit Increases; Gain Share Program; Local & Online Discounts
• Income Security - 401(k) Plan + 6% Employer Contributions; Employer Paid Life & Disability Insurance
• Health & Wellness - Medical/Dental/Vision Insurance; Employee Assistance Program; Wellness Programs; Decompression Spaces
• Time Off - Generous Paid Time Off Starting at 3 Weeks Vacation, 4 Floating Holidays, 10 Sick Days, 8 Federal Holidays
• Growth - Employee-Led Committees; NHSC Loan Repayment Opportunities; PSLF Eligibility; Career Path Ladders; Employer Paid Learning & Development Programs
• Fun - Appreciation, Education, and Team-Building Events

Automated Employment Decision Technology (AEDT) Notice (CT CART Act):

To assist our recruiting team, this application process may use the algorithmic features of LinkedIn (Candidate Fit / Top Match), and Handshake (Talent List Sorting), as well as on other platforms we may use. We use these automated technologies specifically to prioritize incoming applications, sort applicant lists, and match candidate profiles based on how closely provided skills, job history, experience, abilities align with our job criteria.

While a human recruiter reviews candidates and makes all final hiring and interview decisions, these automated platform tools serve as a material factor in our initial screening pipeline. These systems process data from your submitted resume, application, and public platform profiles. For inquiries or questions regarding the use of this technology, please contact us at [e-mail]

EEO Policy:

UCFSis strongly committed to a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting an enriching work culture, UCFS will continue to better serve our communities and provide quality patient, client, and resident care and services.UCFSis an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation and genetic information or disability, as defined and required by applicable state and federal laws. Additionally, UCFS prohibits retaliation against an applicant or employee because they have engaged in protected activity under the statutes prohibiting discrimination in the workplace.