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Customer Service Lead, Patient Financial Services

To us, it's about living life to the fullest while serving our patients, teammates, neighbors and friends. We are dedicated and passionate in everything we do, seeking challenge and appreciating the routes that got us here. Whether our path is clinical or not, we all came to find balance and meaning in our lives within the work we are passionate about and the adventures we live.

Vail Health has become the world’s most advanced mountain healthcare system. Our updated 520,000-square-foot hospital opened in December 2020.  This state-of-the-art facility provides exceptional care to all of our patients, with the most beautiful views in the area, located centrally in Vail. 

Some roles may be based outside of our Colorado office (as stated in the Job Title). Roles based outside of our primary office can sit in any of the following states: AZ, CO, CT, DC, FL, GA, ID, IL, KS, MA, MD, MI, MN, NC, NJ, OH, OR, PA, SC, TN, TX, UT, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.

Pay is based upon relevant education and experience.

POSITION PURPOSE:

The primary responsibility of the Team Lead is to provide support and/or assistance to the Manager/Supervisor and team, while maintaining productivity of duties assigned. This job requires the Team Lead to work independently, make good decisions strategically. Communicate changes to ensure patient satisfaction through resolution of complaints, responding to correspondence, and/or processing payments and refunds. Responsible for supervision of daily call traffic, processing of incoming calls, resolving escalated calls, dispatching supervisory calls, and assisting Customer Service Specialists with client related questions.

ESSENTIAL JOB FUNCTIONS:

  1.  Resolve patient and insurance issues through taking phone calls, answering voicemails, taking action on all correspondence, and working with walk-in patients.
  2. Manages daily call traffic flow and makes adjustments to phone coverage based on call traffic patterns to ensure 95% of calls presented to individual Customer Service Representative and Customer Service Call Center queue are handled. Assists in handling escalated client related concerns/questions. Delegates escalated calls to Manager/Director of PFS as appropriate.
  3. Provides training and support to all Customer Service Specialist Representatives with oversight from PFS Management.
  4. Verify patient account balances, take payments and applies payments and adjustments to patient accounts in the various computer systems. Reconciles daily cash collections made through Customer Service.
  5. Triage then communicate and collaborate with team members for account resolution.
  6. May be required to process mail and patient refunds, as well as perform cash posting, billing, and patient follow-up.
  7. Monitors and provides data to Management regarding quality and productivity of Customer Service Specialist calls for quality and training purposes. Monitors and provides data to Management regarding quality and quantity of Customer Service Specialist contacts for quality and training purposes, process improvement, and projects at both department and organization level.
  8. Enters confidential personal health information and financial information into computerized system with a high rate of accuracy.
  9. Role models the principles of a Just Culture and Organizational Values.
  10. Perform other duties as assigned. Must be HIPAA compliant, the Joint Commission, and other regulatory agencies.
 
This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.
 
 
MINIMUM QUALIFICATIONS:
 
Experience:
 
  • Three year of customer service experience required. Healthcare experience with a physician, a hospital, or admissions preferred.
 
License(s):
 
  • N/A
 
Certification(s):
 
  • Patient Financial Specialist by Healthcare Business Insights (HBI) preferred. Certified Revenue Cycle Specialist by American Association of Healthcare Administrative Management (AAHAM) preferred.
 
Computer / Typing:
 
  • Must possess, or be able to obtain within 90 days, the computers skills necessary to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc. Must have working knowledge of Microsoft products.
 
Must have working knowledge of the English language, including reading, writing, and speaking English.
 
Education:
 
  • N/A
 
 
 

 

Benefits at Vail Health 

  • Competitive Wages & Family Benefits: Competitive wages, parental leave, housing programs and childcare reimbursement to support the cost of living in a mountain community.
  • Comprehensive Health Benefits: Top-quality health care package including vision, dental and medical with options of flexible spending and health savings accounts.
  • Education Assistance: We are proud to offer tuition and student loan assistance programs.
  • Paid Time Off: Roughly five weeks in your first year of employment and continues to grow each year.
  • Retirement & Supplemental Insurance: 403(b) Retirement plan with matching potential, life insurance, short and long-term disability, and more.
  • Recreation Benefits, Wellness & More: Recreation discounts, pet insurance and a $1,000 annual wellness reimbursement program.

 

As a condition of employment, Vail Health requires COVID-19 vaccination of all clinical and non-clinical staff.

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