Customer Service Coordinator (Team Lead)

SUMMARY: As a Team Lead of Customer Service at KIDZ Medical Services, you will play a vital role in providing courteous and effective customer service support primarily over the phone, specifically addressing inquiries related to medical bills. Your primary focus will be on delivering outstanding patient experience and enhancing the company's reputation and culture. In collaboration with the medical billing/coding and collection teams, you will ensure timely and accurate responses to guarantor statements.

DUTIES AND RESPONSIBILITIES:

• Provide comprehensive account information, including insurance details, account balances, and service reviews.
• Verify patient insurance information to facilitate accurate billing processes.
• Process payments and establish payment plans to support financial arrangements.
• Aid customers in reconciling their accounts, ensuring satisfaction and resolution.
• Monitor team members and resolve day to day questions.
• Train new team members and identify retraining opportunities.
• Address and resolve customer complaints, concerns, and inquiries in a timely manner.
• Build effective relationships with customers, educating them about Kidz Medical Services and their health insurance.
• Accurately complete settlements on a daily basis and generate necessary reports and correspondence.

QUALIFICATIONS:

• High school diploma or equivalent.
• Minimum of 3 years of related experience; healthcare accounts receivable experience strongly preferred.
• Excellent customer service, verbal, and written communication skills.
• Strong understanding of guarantor accounts receivable in a healthcare setting, along with knowledge of managed care plans, insurance denials, and appeals.
• Exceptional organizational skills, with the ability to manage priorities and workflow.
• Proficiency in understanding and following written and verbal instructions.
• Bilingual skills required.
• Acute attention to detail and adaptability to changing priorities.

COMPETENCIES:

• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Our team members enjoy a competitive compensation package. Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401(k) and profit sharing

ABOUT US: KIDZ Medical Services (KIDZ) is a private, physician-owned and university affiliated medical group specialized in providing pediatric, neonatal and obstetrical healthcare. KIDZ is proud and privileged to have served the South Florida community since 1988, in partnership with the leading health systems in our region. KIDZ is committed to providing high quality, cost-effective, and compassionate medical care using evidence-based tools, a proficient level of training and education, clinical research, and state-of-the-art medical technology. Our team provides services throughout the continuum of care, both in hospital and office-based settings across 15+ pediatric subspecialties. Please visit our website at www.kidzmedical.com for more information on our services.