Customer Service Team Lead

The functions described in this position will be responsible to ensure that healthcare accounts assigned from the client are billed and paid both accurately and prompt.  These functions are performed by applicable laws and regulations and GetixHealth’s, policies and procedures. The Customer Service Lead oversees the day-to-day operations of teams involved in Customer Service follow up for select client group(s).

position responsibilities

• Ensuring performance, production and quality targets are met or exceeded.
• Finding, resolving, and escalating major issues and service failures that impede daily operations.
• Building and supporting a high-performance team that is committed to delivering quality and prompt service and promoting GetixHealth as a premier service organization; and
• Helping to ensure the protection of GetixHealth customers through both individual and team compliance with regulatory, legal and audit standards.
• Maintains knowledge of healthcare requirements and practices under the responsibility of GetixHealth and our Clients’ Corporate Compliance program(s).
• Understands and follows all federal, state, and local healthcare requirements, as well as GetixHealth’s policies and procedures
• Other duties as assigned
• Successful accomplishments and primary accountabilities of this position will depend upon setting up and supporting effective working relationships with a variety of people both inside and outside of the functional area. Such people may include, but are not limited to interdepartmental leadership, education and development, the patient, client hospital staff, government, insurance company representatives, vendors, compliance, finance, decision support and contact management as well as GetixHealth’s officers, senior management, and staff.
• Manage team performance, production, and quality to ensure service level agreements and performance standards and metrics are met or exceeded.
• Help in the preparation of monthly staff 1:1’s resulting in increased productivity and engagement.
• Partner with clients to ensure highest quality service and ensure successful resolution of client concerns.
• Manage and help staff on systems and telephony requirements
• Find, resolve, and escalate major issues and service failures that impede success.
• Recommend, develop, and implement guidelines, policies, procedures, and processes to ensure prompt, correct and compliant regulatory AR and insurance follow up.
• Review guidelines, policies, procedures, and processes. Implement changes effectively and promptly.
• Monitor and ensure adherence to set up guidelines, policies, procedures, and processes.
• Build and support a high-performance team by reviewing, coaching, and mentoring staff with an emphasis on responsibility and accountability.
• Partner with Education and Development to ensure a skilled and knowledgeable workforce.

GetixHealth is an equal opportunity employer.