Lead Client Service Representative

Overview  

The Lead Client Service Representative (Lead CSR) performs multiple practice operations functions and across teams and/or locations to provide customer service to clients, staff and visitors. This role supervises CSR’s, ensures accurate data entry and excellent customer service, and works with the Client Service Manager to oversee daily administrative functions and performance improvement activities.  

Key Role Responsibilities  

• Sets clear expectations, creates a culture of open communication and helps team members solve complex problems through individual supervision and team meetings. Motivates and engages staff, fostering a professional and collaborative environment.
• Performs the duties and responsibilities of a CSR (registration, scheduling, insurance verification, referrals, medical records and enrollment) with exceptional customer service skill.
• Manages day to day operations/activities for an assigned area of administrative function. Monitor and improve team performance and morale. Track key performance indicators, identify trends and issues; recommend, model and support quality improvement and productivity activities.
• Present and problem-solve staff and client matters to Practice Operations management. Respond promptly and appropriately to client questions, concerns, complaints and attempts immediate resolution. Lead or assist with de-escalating client and staff situations in waiting areas.

• Precisely and timely inputs data into an electronic record and other database systems for registration, billing and client tracking. Generate and submit reports from EHR, Beacon and other software as directed by supervisor or Director. 
• Collaborates with Client Service Manager to ensure staff are meeting departmental goals, and complying with state, federal and all regulatory standards 
• Perform other duties within the scope of CSR, as assigned.

Key Agency Responsibilities  

In addition to role responsibilities, every staff member has the following responsibilities as a part of their employment: 

• Models and reinforces the core values of dignity, authenticity, hope, justice, passion and balance
• Actively participates in performance improvement and advocacy activities that support the mission 
• Protects clients’ personal health information by maintaining compliance with HIPAA and other relevant health care-related IT security regulations
• Performs other duties on an as-needed basis

Knowledge, Experience and Skills  

Formal Education and Training  

• High school diploma or GED is required
• Associate’s degree preferred; relevant work experience may be substituted 
• Course completion with accredited an program in community health, health education, health care or public health administration, human services, medical practice management systems or related fields is highly desirable.
• Certified Application Counselor status through the Maryland Health Connection is desirable.

Experience  

• Three years of experience as a patient service representative or similar role required
• Experience training or mentoring others in an office setting preferred
• Demonstrated experience with health care office technology (e.g., Microsoft Office, FaxCom and an electronic health record).
• Familiarity with medical, administrative, ethical and legal requirements of HIPAA and ADA
• Working knowledge of medical insurances, and billing and coding.  

Skills  

• Builds rapport; demonstrates good listening skills and a non-judgmental attitude 
• Dependable and calm in challenging situations
• Actively improves knowledge and skills
• Helpful to others in making decisions on ethical matters in the workplace
• Knowledgeable of internal and external resources and can help the team to utilize them to achieve goals
• Ability to communicate professionally and effectively in English, both verbally and in written form
• Ability to work with minimum supervision and to prioritize work 
• Ability to follow complex instructions and procedures, and problem solve as necessary
• Ability to convey clear expectations and delegate tasks
• Ability to work with clients from diverse backgrounds and with limited English proficiency
• Bilingual in Spanish and English preferred

Health Care for the Homeless is an equal opportunity employer and is committed to racial equity and inclusion. We make a particular effort to recruit and promote Black, Indigenous and People of Color (BIPOC) for open positions. BIPOC, LGBTQIA individuals, people with disabilities, and people with other marginalized identities are encouraged to apply.

This is an essential onsite position primarily based at an agency location.