Job Description

Customer Service Leader Il

Shift: 1st

Full/Part Time: Full Time

Pay Range: $23.65 $35.50

Location: AAO Oak Brook 2025 Windsor Dr Oak Brook, IL 60523

Benefits Eligible: Yes

Hours Per Week: 40

Schedule Details/Additional Information: 8:30 5:00 pm Monday Friday

Our Commitment To You

Advocate Health offers a comprehensive suite of total rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more so you can live fully at and away from work, including:

Compensation

• Base compensation within the position's pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits and More

• Paid time off programs
• Health and welfare benefits such as medical, dental, vision, life, and short- and long-term disability
• Flexible spending accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational assistance program

Major Responsibilities

• Acts as a resource person, assists team with more complex issues/problem resolution, and provides necessary training. Ability to work with the training team to identify focused retraining for our customer care reps.
• Answers customer inbound billing calls in a high-volume call center environment to service and retain customers. Responds to customer questions with the ability to resolve and process most concerns on the initial call.
• Accesses, understands and explains necessary information from the electronic patient billing and medical records system including claims inquiry, account history, and account status for both hospital and physician billing. Prepares spreadsheets to assist in helping patients and staff in the call center balance complex patient accounts.
• Accurately documents and updates the patient account system with all information received and action taken. Updates patient/guarantor demographics as needed.
• May respond to escalated patient billing complaints from the patients directly or from government agencies and advocate aurora health executives. Provides continued follow-up and continuity of service until the account is resolved.
• Motivates and inspires team members to achieve goals through effective mentoring and personal and professional growth and development. Meets monthly with team to go over updates, questions and best practices. Provides support or offers advice during problematic calls and assumes responsibility of and resolves escalated calls. May participate as a customer care rep during peak periods of incoming call volume.
• Acts as subject matter expert to provide pertinent updates to team members along with all day side by side mentoring of our new hires during the training process to train, and mentor until they have met the predefined standards that would allow them to work independently.
• Monitors team member contacts to maintain efficiency and excellence, both remotely and side-by-side. Regularly monitors agent performance and provides areas of opportunity for team member development.
• Documents general reports on each team member's performance as well as ensuring that they meet or exceed standards in all aspects of their position and presents to supervisor. Recommends supervisory intervention when a team member is not responding to mentoring techniques.
• Performs non-phone related tasks like patient correspondence, internal customer contact center communication tool, and email.

Licensure, Registration, and/or Certification Required

• None required.

Education Required

• High school graduate, or
• certificate of general educational development (ged) or high school equivalency diploma (hsed).

Experience Required

• Typically requires 3 years of experience in medical billing, cash application or insurance follow up, including six months of call center experience.

Knowledge, Skills & Abilities Required

• Demonstrated knowledge of health care, insurance terminology, and medical billing.
• Ability to interpret an explanation of benefits and understand the system adjudication process and determine how a claim was paid.
• Excellent customer service and follow up skills. Ability to speak English with customers to resolve customer issues, along with research and document the call on a computer.
• Knowledge of integrated voice response (ivr) phone systems.
• Knowledge of web and web based programs.
• Proficient computer skills (mail, email, and fax), including patient accounting systems.
• Strong analytic, organization, communication (written and verbal), time management, multi-tasking and human relations skills.
• Ability to work independently or as part of a team while performing at a high level of productivity ensuring all aspects of the position are met.
• Ability to identify and track behaviors to ensure staff are balancing all aspects of the customer contact center kpis.
• Ability to handle and help resolve all escalated issues and effectively deal with the difficult customers and challenging situations.
• Ability to successfully lead a team.

Physical Requirements and Working Conditions

• Exposed to open call center office environment.
• Must be able to sit, stand, and walk for prolonged periods of time in order to lead team members.
• May be required to travel to various sites.
• Open to working remotely from your home if required.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

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