Supervisor - Medical Customer Service Call Center
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401K, Dental, Life, Medical
Why Work Here?
“High quality, dynamic and proactive company with caring management and awesome employees. Job advancement available.”
The Supervisor for Customer Service & Cashiers supervises, schedules activities, directs, trains, and reviews the work of personnel in the CSR and cashier departments; organizes office operations; evaluates production; standardizes and revises procedures; solves problems and improves efficiency; ensures the fastest, most efficient and accurate processing of cash receipts, keeping with all deadlines of outside contracts or internal guidelines. Audits work of personnel in the department to ensure established office procedures are followed. Monitors customer calls and evaluates the response by each CSR to ensure a friendly and accurate response is delivered. All deposits are made regularly according to established guidelines and safeguards are in place to prevent the unauthorized use of corporate funds.
Formal training which will probably be indicated by a Bachelor's degree in business administration, or graduation from business school, and/or five years experience in a supervisory capacity with a medical facility, preferably a call center; excellent verbal/written communication skills; proficiency in operation of computers, including medical billing software, Microsoft Excel and Word. Must have working knowledge of the essential data elements of a CMS 1500 claim form. Should be able to type 40 WPM.
Direct the work of the customer services representatives and cashier staff and ensure accuracy and timeliness in all areas of responsibility. CSR’s should be friendly and knowledgeable of all areas of the organization and be able to respond factually to questions and queries from patients.
Ensure proper training for new employees; cross-train as required to effect smooth operations within the department.
Utilize CSR’s as appropriate to assist in corrections on duplicate accounts and address updates, cashiers and other areas of the company as required.
Ensure staff members are properly trained regarding the legal requirements effecting accounts including HIPAA regulations relative to the disclosure of patient information.
Ensure all staff members complete a training checklist and a policies and procedures checklist according to company guidelines.
Ensure all staff understand the failure to follow company policies and procedures are grounds for disciplinary action up to and including termination.
Coordinate and follow up on customer service issues identified by the CSR’s. Inform the CFO as appropriate where goals are not being met by the respective departments to conclude on patient issues.
Prepare Management Discussion & Analysis reports weekly and submit on time to CEO/CFO. This includes submitting the appropriate analysis with the detailed data.
Keep other supervisors fully informed of all pertinent billing information. Work with them to resolve problems.
Determine the hiring, transfer, and termination of staff; recommend promotions; approve time sheets, personal time off; recommend disciplinary action and termination of employees.
Present weekly reports regarding staff productivity including recommendations for any additional training and/or disciplinary steps for staff not maintaining acceptable productivity levels.
Ensure deposits are completed accurately and deposited daily including all credit card payments, charge backs and deposit errors.
Perform staff audits to ensure deposits are made timely and in accordance with procedures. Review selected CSR calls for quality control purposes and evaluate opportunities for additional training and education.
Requisition office supplies.
Monitor and enforce compliance with STRG’s Policy and Procedure Manual.
Maintain strict confidentiality of patient protected health information as mandated by STRG procedures and HIPAA Privacy and Security regulations.
Perform other duties as required.
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STRG is a large, dynamic, high quality radiology practice providing imaging services at more than twenty-five hospitals and outpatient facilities in San Antonio and surrounding rural communities.
8401 Datapoint, Suite 600