What are the responsibilities and job description for the Customer Service Supervisor position at Cullman Regional Medical Center Inc?
Job Summary
- Monitor staff time and attendance.
- Provide support to all customer service representative staff.
- Review department call statistics and reports and discuss findings collectively and individually.
- Review staff quality assurance findings and meet with staff to reinforce training.
- Ensure department job aid, procedures and training materials are updated, where necessary.
- Resolve escalated patient complaints and return patient calls.
- Facilitate resolution by referring the matter to the issue/content expert.
- Communicate with other organizational departments to ensure proper handling of patient accounts.
- Communicates unresolved issues to management timely and performs other duties as assigned by manager or director.
- Perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure.
Required:
- High school diploma or equivalent
- Three years of managerial or directly related experience
- Knowledge of self-pay recovery process
- General knowledge of insurance billing and coding
- Excellent customer service skills
- Good written and verbal communication skills
- Basic computer skills
Qualifications:
- Exceptional customer service skills including effective and efficient problem solving and analyzing skills
- Professional and calming tone of voice
- Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
- Ability to perform essential job functions with high degree of independence, flexibility, and creative problem-solving techniques
- Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found
- Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities
- Ability to interpret and apply reimbursement aspects of managed healthcare contracts
- Attentive listening skills
- Ability to clearly articulate a response to the customer using appropriate voice modulation
