Lead, Customer Service

Lead Customer Service Representative

The Lead CSR works specifically on Held Sales report, Rx Expiration reports, Prior Authorization Expiration reports, Turning 65 reports, and Customer Billing Survey report to decrease held sales in centers that are ineffective with that function.

Responsibilities include:

• Answers incoming calls and makes determination of required action
• Processes Held Sales reports by contacting customers, insurance providers, physicians' offices, and reviewing with regional accounting office
• Handles mail and outgoing courier packages for the center, including responding to requests for information from internal sources
• Knowledgeable of existing and new information regarding equipment, compliance adherence, insurance coverage criteria, and carrier policies
• Knowledgeable of paperwork and internal reports
• Has a thorough understanding of the AS-400 and the CDR
• Checks employees' task assignments and status daily
• Reports weekly Held Sales decrease and goals to Centralized CSR Supervisor/Manager and RM/VP
• Daily work on Held Sales in centers assigned to them
• Assists in the training of employees
• Communicates policy and procedure updates to staff
• Serves as the first point of contact for their team members' questions and assists with problems regarding work functions and patient accounts
• Monitors phone procedure compliance
• Monitors adherence to break schedule