Customer Care Team Lead

A Day in the Life of a Customer Care Team Lead

In a high – paced environment, this position will provide training and support for Customer Care Representatives (CCR) who are receiving inbound calls, placing outbound calls and following up on accounts that require additional research related to billing within the Revenue Cycle. Assists with patient accounts and correspondence.

Why Work at Cheyenne Regional?

• 403(b) with 4% employer match
• ANCC Magnet Hospital
• 21 PTO days per year (increases with tenure)
• Education Assistance Program
• Employee Sponsored Wellness Program
• Employee Assistance Program
• Loan Forgiveness Eligible

Here is What You Will Be Doing:

• Assists the Customer Care Representatives (CCR) with questions and handle escalated callers.
• Provides in-depth review of patient account information to answer questions regarding patient responsibility, account billing status, insurance information and charges.
• Develops call handling training and documents for CCRs and perform monthly call audits.
• Works in Cisco phone system to load outbound list, reviews call reports and takes appropriate actions.
• Develops and maintains training documents for complex accounts including but not limited to probate, bankruptcy and settlement offers.
• Monitors the inventory and progress of accounts placed with external collection agencies.
• Works with internal and external partners on escalated concerns. Conducts in-depth research of concerns, communicates and documents findings.
• Communicates and transfers information to clinics and departments as applicable for resolution.
• Works patient correspondence, updates information, audits accounts and mails out requested information.
• Ensures all workflow items are completed within the set turn-around-time and quality expectations. Performs monthly audits of work queues.
• Works with internal and external partners to keep all procedures and training material current.
• Reviews posted adjustments and self-pay settlement requests for approval/denial.
• Develops schedule, goals, and audit tools for the Single Billing Office (SBO).
• Participates in screening and interviewing applicants.
• Promotes and participates in LEAN practices and strategies.

Desired Skills:

• Ability to communicate effectively with internal and external clients
• Ability to use good judgment and critical thinking skills to identify and resolve problems
• Proficient skills in MS Office software; particularly Excel and Outlook
• Computer and telephone knowledge
• Efficient and accurate keyboard/typing skills
• Ability to exhibit a high level of professionalism with a strong work ethic and commitment to satisfaction
• Functional knowledge of HIPAA rules and regulations
• In-depth working knowledge of the various applications associated with the workflows
• Knowledge of electronic health record (EHR) systems
• Advance knowledge of telephone systems including auto dialer and reporting
• Ability to lead others

Here is What You Need:

• Associate’s degree or higher and one (1) or more years of healthcare billing experience • OR, High School diploma (or equivalent certificate from an accredited program) and two (2) or more years of experience in healthcare billing and/or call center

Nice to Have:

• Bilingual Spanish
• Medical Billing/ Call Center certifications
• Epic experience

About Cheyenne Regional:
Cheyenne Regional Medical Center was founded in 1867 as a tent hospital by the Union Pacific Railroad to treat workers injured while building the transcontinental railroad. Today, we are the largest hospital in the state of Wyoming, employing over 2,000 people, and treating over 350,000 patients from southeastern Wyoming, western Nebraska, and northern Colorado. We pride ourselves on patient and employee experience by living our core values of Integrity, Caring, Compassion, Respect, Service, Teamwork and Excellence to great health.

Our team makes a difference every day by providing trusted healthcare expertise through a passionate and I.N.S.P.I.R.E.(ing) approach with a personal touch. By living our values, we aim to achieve our goal of becoming a 5-star rated hospital, providing critical support and resources to our community and the greater region we serve. If you are eager to make a difference and passionate about healthcare, we encourage you to apply today!