We're looking for a Billing Customer Service Team Lead to join us! In this position, you will monitor, support, and develop customer service agents making inbound and outbound calls to patients by assisting the agents as they are resolving billing issues and collecting the patient portion of the accounts receivable. The ideal candidate will have a strong foundational knowledge of medical insurance and resolution of denials. In this role, you'll be responsible for handling any disputes and provide patient call backs as needed. In addition, the Team Lead is responsible for assisting the Customer Service Supervisor in managing team performance metrics, assisting with training sessions, call center technology, initiatives, communication and staffing on a daily basis and during high-call volume and outage situations.

What are team member vaccine requirements?As part of keeping our communities safe and healthy, all team members must be vaccinated for influenza and Tdap, provide proof of immunity to MMR and varicella, and be tested for tuberculosis. New hires must submit proof of vaccination or an approved exemption to begin work. If you have questions, please contact a recruiter or ask at any time during the interview process. UPH strongly recommends that all team members receive the updated 2023-2024 COVID-19 vaccine, and at this time, UnityPoint Health – Meriter requires Covid-19 vaccination or an approved exemption.

This position is open to remote/work from home with strong preference for candidates residing within the UPH geographies of Iowa, Illinois, & Wisconsin.

Why UnityPoint Health?

• Commitment to our Team – We’ve been named a Top 150 Place to Work in Healthcare 2022 by Becker’s Healthcare for our commitment to our team members.
• Culture – At UnityPoint Health, you matter. Come for a fulfilling career and experience a culture guided by uncompromising values and unwavering belief in doing what's right for the people we serve.
• Benefits – Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.
• Diversity, Equity and Inclusion Commitment – We’re committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation.
• Development – We believe equipping you with support and development opportunities is an essential part of delivering a remarkable employment experience.
• Community Involvement – Be an essential part of our core purpose—to improve the health of the people and communities we serve.

Visit us at UnityPoint.org/careers to hear more from our team members about why UnityPoint Health is a great place to work. https://dayinthelife.unitypoint.org/

Responsibilities Include:

• Monitor overall performance through daily interaction with phone agents, providing frequent feedback to reinforce competencies and or improve individual skill.
• Daily monitoring of customer calls and assessment of agent skills.
• Act as the direct contact for answering agent questions and intercepting escalated calls when agents require assistance.
• Identifying areas for improving customer service and communicating them to the department supervisor and director.
• Manage customer satisfaction results through managing quality expectations of their agents and the relationship they have to our affiliates and customers.
• Assist on phones in the call center when staffing and call volume levels require.
• Provides additional leadership to staff ensuring assistance and support, troubleshooting and resolution of Epic and Emdeon issues.
• Provide training for new and existing team members on procedures, workflow, reports, and carrier specific billing requirements as required.
• Identify quality issues for new hires and provides feedback on team member’s performance to Supervisor/Manager.
• Alert supervisor/manager of any trends that may be causing on-going payer rejections or delays in timely claims submission.
• Maintain working knowledge of the Billing Office policies and procedures for accurate handling of patient accounts.
• Actively participates in identifying opportunities for improvement to maximize efficiencies within the CBO.
• Perform monthly audits for identified employees to maintain a high quality of excellence.

Education:

• High School graduate or GED equivalent

Experience:

• Required:

  • Medical billing experience

  • Medical insurance experience
  • 3 years of experience in a customer service environment
• Previous call center experience preferred

License(s)/Certification(s):

• Valid driver’s license when driving any vehicle for work-related reasons.

Knowledge/Skills/Abilities:

• Interpersonal skills
• Written and verbal communication
• Basic computer skills
• Motivation Teamwork Customer/Patient focused Professionalism
• Planning and organizing skills
• Requires knowledge of state and federal healthcare laws and regulations.
• Preferred:
  • Technical aptitude- ability to learn new systems quickly. Problem-solving
  • Microsoft Excel/Word/Outlook