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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.

Education:

High school diploma or GED required. Bachelors’ degree preferred.

Experience:

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.

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