Cedars-Sinai Supervisor, Customer Service - Physician Billing Services in Torrance, California
The Supervisor, Customer Service is responsible for providing lead direction to the Customer Service and Self-Pay Credit staff. This staff handles customer service concerns and inquiries, self-pay payment collection, self-pay credit resolution, etc. They will serve as a liaison between staff, the Customer Service/Self-Pay Manager, Physician Billing Services as well as other departments.
Job Duties and Responsibilities:
Consistently reviews EPIC work queues and assigns representatives their queues to focus on
Acts as an EPIC superuser for customer service and self-pay credit staff and assists in resolving issues as needed
Runs and monitors EPIC reports and uses them as tools to manage staff appropriately
Identifies areas of improvement for department and assists Manager in creating processes to address issues
Monitors staffs’ knowledge of billing and collections (i.e., co-pays, secondary insurance, non-covered services) and ability to explain these issues to the patient or to any individual inquiring
Comfortably handles escalated issues and displays ability to de-escalate situations such as irate patient complaints or staff issues.
Provides staff with training and mentorship. Uses techniques such as: weekly account reviews, weekly unit meetings, and observation
Sets unit goals in conjunction with Customer Service/Self-Pay Manager
Serves as a resource to staff by answering questions, assisting with problems, and providing training as needed.
Assists Customer Service/Self-Pay Manager and performs designated duties in Manager’s absence
Creates and implements quality improvement measures for customer service and self-pay credit staff
Participates in the development of unit policies and procedures
Assists with key personnel activities, including the preparation of employee performance reviews; job interviewing and hiring
Monitors conformity with policies and procedures
Manages daily activities, including determining specific employee work assignments; reviewing employee activities for completeness, accuracy, and efficiency.
Supervises customer service queue, ensuring that all calls are answered and addressed timely.
Monitors and adjusts staff workload, as appropriate
Monitors staff productivity
Encourages and teaches staff to support CSMN core values, policies, and procedures
Creates an encouraging environment by encouraging individual motivation, mentoring, and training
Counsels employees regarding work, attendance, etc. as appropriate, and within departmental guidelines
Uses a wide variety of communication formats to keep staff regularly informed: team meetings, in-services, bulletin boards, etc.
High school diploma or GED required. Bachelors’ degree preferred.
Five (5) years of direct customer service experience required.
Strong background in EPIC and Physician Billing.
Good leadership skills with a team-oriented approach.
Cedars-Sinai is an EEO employer. Cedars-Sinai does not unlawfully discriminate on the basis of the race, religion, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer-related or genetic characteristics or any genetic information), marital status, sex, gender, sexual orientation, gender identity, gender expression, pregnancy, age (40 or older), military and/or veteran status or any other basis protected by federal or state law.