The Supervisor, Customer Service is responsible for providing lead direction to the Customer Service and Self-Pay Credit staff. This staff handles customer service concerns and inquiries, self-pay payment collection, self-pay credit resolution, etc. They will serve as a liaison between staff, the Customer Service/Self-Pay Manager, Physician Billing Services as well as other departments.
Job Duties and Responsibilities:
Consistently reviews EPIC work queues and assigns representatives their queues to focus on
Acts as an EPIC superuser for customer service and self-pay credit staff and assists in resolving issues as needed
Runs and monitors EPIC reports and uses them as tools to manage staff appropriately
Identifies areas of improvement for department and assists Manager in creating processes to address issues
Monitors staffs' knowledge of billing and collections (i.e., co-pays, secondary insurance, non-covered services) and ability to explain these issues to the patient or to any individual inquiring
Comfortably handles escalated issues and displays ability to de-escalate situations such as irate patient complaints or staff issues.
Provides staff with training and mentorship. Uses techniques such as: weekly account reviews, weekly unit meetings, and observation
Sets unit goals in conjunction with Customer Service/Self-Pay Manager
Serves as a resource to staff by answering questions, assisting with problems, and providing training as needed.
Assists Customer Service/Self-Pay Manager and performs designated duties in Manager's absence
Creates and implements quality improvement measures for customer service and self-pay credit staff
Participates in the development of unit policies and procedures
Assists with key personnel activities, including the preparation of employee performance reviews; job interviewing and hiring
Monitors conformity with policies and procedures
Manages daily activities, including determining specific employee work assignments; reviewing employee activities for completeness, accuracy, and efficiency.
Supervises customer service queue, ensuring that all calls are answered and addressed timely.
Monitors and adjusts staff workload, as appropriate
Monitors staff productivity
Encourages and teaches staff to support CSMN core values, policies, and procedures
Creates an encouraging environment by encouraging individual motivation, mentoring, and training
Counsels employees regarding work, attendance, etc. as appropriate, and within departmental guidelines
Uses a wide variety of communication formats to keep staff regularly informed: team meetings, in-services, bulletin boards, etc.
Providing healthcare for more than 100 years, Cedars-Sinai has evolved into one of the most dynamic and highly renowned medical centers in the world. Along with caring for patients, Cedars-Sinai is a hub for biomedical research and a training center for future physicians and other healthcare professionals. This attracts exceptional talent to Cedars-Sinai, including world-renowned physician-scientists who seek a place where they can both conduct research and see patients--the ideal formula for discovery and its translation into cures. Our patients benefit from access to doctors at the top of their fields, and our researchers have an ideal community in which to study the impact of healthcare challenges, and reflect that knowledge in their research. The greater Los Angeles area in which Cedars-Sinai resides possesses unparalleled cultural and ethnic diversity which offers outstanding opportunities for translational and clinical research and a dynamic environment for medical education.Although community based, Cedars-Sinai is a major t...eaching hospital affiliated with the David Geffen School of Medicine at the University of California, Los Angeles (UCLA). Cedars-Sinai has highly competitive graduate medical education programs in more than 50 specialty and subspecialty areas, a graduate program in biomedical sciences and translational medicine, a clinical scholars program directed towards junior physicians with aspirations to become clinical scientists, and post graduate training opportunities.There are more than 250 full-time faculty members at Cedars-Sinai. The voluntary medical staff, comprised of more than 2,200 specialty board-certified or board-qualified physicians, represent all of the specialties and subspecialties and collaborate with full-time medical staff in the teaching responsibilities of the graduate medical education programs.