Customer Care Lead Representative - Remote

Description

JOB SUMMARY

Supports assigned department supervisor and team(s) by providing training, monitoring and mentoring to new and established staff. Also assists with difficult account related follow-up and completes projects assigned by management. May have to perform customer call center support as needed. Model and encourage behavior consistent with Conifer standards and beliefs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Advises and assists staff with problem accounts or escalated phone calls which may include providing analytical, technical, and de-escalation support
• Assist in training and mentoring new staff to build new skills or enhance those already possessed. Act as a mentor to existing staff.
• Responsible to work accounts assigned to designated work queues
• Identifies and communicates observations regarding poor performance which may be the result of individual performance, poorly designed process, or poorly defined standard
• Assists with interviewing process for new hires
• Responsible for completing various monthly reports
• Other duties as assigned

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Basic knowledge of CPT and ICD-codes
• Basic Knowledge of UB-92 and Explanation of Benefits (EOB) interpretation
• Ability to understand contracts
• Understanding HIPAA/ regulations
• Basic knowledge of FDCPA required
• Ability to provide effective training, coaching, and mentoring
• Excellent interpersonal, written, and verbal communication skills.
• Proficiency in MS Outlook, word and excel applications.
• Exceptional Analytical, technical, and problem-solving skills
• Ability to work in a team setting and be supportive of the team members
• Ability to work successfully in a fast-paced environment with frequent interruptions

Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment. This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience required to perform the job.

• High School Diploma or equivalent.
• Call center background is preferred.
• Internal Candidates: 1-2 years of experience, preferably within the same department. Must have a documented record of above average performance, knowledge, skills and ability
• External Candidates: 1-2 years of prior experience as a lead, trainer, or supervisor in a medical/hospital/ insurance related field.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• See Physical Demands sheet

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regular office environment as well as hospitals, medical centers, etc.
• Call Center environment with multiple workstations in close proximity

As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!

Compensation and Benefit Information

Compensation

• Pay: $17.20 - $25.70 per hour. Compensation depends on location, qualifications, and experience.
• Position may be eligible for a signing bonus for qualified new hires, subject to employment status.
• Conifer observed holidays receive time and a half.

Benefits

Conifer offers the following benefits, subject to employment status:

• Medical, dental, vision, disability, and life insurance
• Paid time off (vacation & sick leave) – min of 12 days per year, accrue at a rate of approximately 1.84 hours per 40 hours worked.
• 401k with up to 6% employer match
• 10 paid holidays per year
• Health savings accounts, healthcare & dependent flexible spending accounts
• Employee Assistance program, Employee discount program
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance.
• For Colorado employees, Conifer offers paid leave in accordance with Colorado’s Healthy Families and Workplaces Act.