Patient Support Team Lead - Parallon PSC

Headquartered in Franklin, Tenn., Parallon is a leading provider of healthcare business and operational services. Parallon partners with hospitals and healthcare systems to improve their business performance through best practices in a broad portfolio of services, including revenue cycle, group purchasing (via HealthTrust), supply chain, technology, workforce management and consulting.

Patient Support Team Lead coordinates and monitors the work of the Patient Support Representatives, including, but not limited to, ensuring that the incoming call workload is processed timely and appropriately, and ensuring that unresolved matters are resolved in a timely manner. Addresses issues escalated by the Patient Support Representatives that are in the Lead's scope of accountability and responsibility. Communicates regularly throughout the day with the Support Services Manager and escalates any issues as necessary.

* Actively monitor the call volume of the contact center and workload of the Patient Support Representatives * Assist Patient Support Representatives with difficult calls. * Receive transferred calls from the Patient Support Representatives when customer asks to speak with "Management or Supervisor". * Ensure a positive customer experience by resolving escalated issues and complaints timely and in accordance with approved policies and procedures. * Coach Patient Support Representatives on approved policies and procedures, quality assurance measures, and proper customer service * Training Patient Support Representatives as necessary. * Treat patients with the highest level of courtesy and professionalism, and provide excellent customer service. * Create a positive customer support experience and build strong relationships through deep problem understanding. * Process inbound calls from Patient Support skillsets during periods of high call volume. * Adhere to and support all company-approved standards, policies, and procedures. * Maintain and protect confidentiality with regard to all aspects of patient care and employee information. * Adhere to Code of Conduct and Mission and value statements. * Perform other duties as assigned.

* 2+ years related experience and/or training * Expert level physician revenue cycle knowledge utilizing eClinicalWorks (eCW) * Strong knowledge of Onbase, HPS and Host * Experience with Remedy and Excel * Exceptional communication skills, both verbal and written * Excellent Customer Service * Strong analytical skills