Senior Customer Service Lead - Healthcare Front Desk

UCFS Healthcare; Norwich (CT); Sur place; USD 32 000 - 36 000; Plein temps

Avantages offerts par ce poste

Yearly merit increases

401(k) plan with employer contribution

Medical, dental, and vision insurance

Paid time off start at 3 weeks

Learning and development programs

Résumé du poste

UCFS Healthcare is seeking a dedicated Customer Service Lead to oversee operations across UCFS Health Centers. You will guide CS Representatives, ensure consistent patient access workflows, and participate in training and onboarding to maintain high service quality.

Travel to multiple UCFS sites will be required as part of coverage and support. Strong communication and EPIC/EHR proficiency are essential for success in this role.

Qualifications

• Three years of customer service or patient access experience in a medical office or health center.
• Experience mentoring peers or coordinating coverage is highly preferred.
• Equivalent combination of education and experience may be considered.

Responsabilités

• Serves as lead resource for Customer Service Representatives across UCFS locations, guiding workflows and escalating issues as needed.
• Maintains cross-training and knowledge of front desk and customer service workflows across multiple locations.
• Onboards and trains Customer Service Representatives, sharing best practices and supporting service delivery.
• Provides coverage during staffing gaps and high-volume periods; supports workflow changes.
• Works with the Patient Access Supervisor on projects, process improvements, and new procedures.

Connaissances

Customer service

Training/mentoring

Communication

Organization

Travel readiness

MS Office

EPIC EHR

Formation

High school diploma or GED

Outils

EPIC EHR

Microsoft Office Suite

Description du poste

UCFS Healthcare is seeking a dedicated Customer Service Lead to oversee operations across UCFS Health Centers. You will guide CS Representatives, ensure consistent patient access workflows, and participate in training and onboarding to maintain high service quality.

Travel to multiple UCFS sites will be required as part of coverage and support. Strong communication and EPIC/EHR proficiency are essential for success in this role.