Customer Service Supervisor

Primary City/State:

Phoenix, Arizona

Department Name:

Billing-Ref Lab

Work Shift:

Day

Job Category:

Revenue Cycle

Your pay and benefits are important components of your journey at Sonora Quest Laboratories/Laboratory Sciences of Arizona. This opportunity includes the option to participate in a variety of health, financial, and security benefits. In addition, this position may be eligible for our Management or Sales Incentive Programs as part of your Total Rewards package.

Find your Voice, Passion, & Purpose

POSITION SUMMARY

This position will oversee the incoming patient call center and be responsible for the quality of service provided and performance standards of the department. This position will guide the department to improve service levels through continuing education and by implementing innovative technology and customer service techniques.

CORE FUNCTIONS

1. Hires, trains and conducts performance evaluations, and supervises the workflow for designated staff. This includes initiating promotions, transfers, and disciplinary actions. This includes establishes priorities, workloads, controls and work procedures, as well as determines resources needed.

2. Schedules and manages the use of labor and resources within budgetary guidelines.

3. Participates and lead task forces to plan, implement and coordinate projects and training initiatives to maximize service quality, effectiveness and efficiency of the customer service team.

4. Ensures all correspondence and calls are answered in a timely and professional manner in accordance with departmental policies, procedures and performance goals. Performs audits on production standards and service quality and counsels staff, provides weekly/monthly and ad hoc trend analysis on calls and correspondence issues for management.

5. Provides instruction to staff on updated customer service techniques and develop departmental best practices, as well as oversees the creation and implementation of departmental SOP's, conducts annual and ad hoc audit and review of all department standard operating procedures for accuracy. Utilizes Six Sigma concepts and drives tools and methodology usage in the department.

6. Monitors aging reports to ensure prompt resolution to escalated issues in accordance with departmental policies, procedures and generally accepted accounting principles and all applicable laws and regulations. Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to clearly and efficiently communicate complex issues using strong verbal and written aptitude. Extensive knowledge of billing, insurance, computer systems, and medical billing processes.

• Ability to prioritize and complete multiple tasks.

MINIMUM QUALIFICATIONS

• Bachelor's degree or equivalent professional experience.

• Three (3) years' of related experience in the healthcare industry or call center environment.

• Two (2) years' previous supervisory experience in an incoming call center environment.

• Excellent employee relations skills and behaviors consistent with the LSA/SQL values.

PREFERRED QUALIFICATIONS

• Prior laboratory billing experience. Knowledge of commonly used medical billing terminology including ICD-10 coding, CPT and HCPCS coding. Knowledge of Avaya phone systems, CMS and Call Witness.

• Additional related education and/or experience.

EOE/Female/Minority/Disability/Veterans (~~~)

Our organization supports a drug-free work environment.

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Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.

EOE/Female/Minority/Disability/Veterans

Banner Health supports a drug-free work environment.

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