Cust SvcSpec-Lead Dpt-Credit and Collections

Job Description

Job Description

Job Description

Job Title: Patient Financial Services Customer Service Representative – Team Lead

Department: Patient Financial Services / Business Office

Reports to: Revenue Cycle Systems Manager (HIM, PFS) FLSA Status: Non-Exempt (Hourly)

Job Summary:

The Patient Financial Services (PFS) Customer Service Representative – Team Lead provides advanced customer service support to patients and acts as a leader and resource for the customer service team. This role assists in overseeing daily operations, provides training and guidance to staff, and ensures prompt, courteous, and accurate resolution of patient billing inquiries. The Team Lead also supports escalated issues and works collaboratively with internal departments to facilitate efficient and accurate patient account management

Duties/Responsibilities:

Leadership & Team Support

• Serve as a point of contact and subject matter expert for team members regarding policies, procedures, and complex account issues.
• Monitor daily workflow to ensure calls and inquiries are handled timely and accurately.
• Support onboarding and training of new customer service staff.
• Coach team members, provide performance feedback, and assist with quality assurance reviews.
• Assist in scheduling and resource allocation to meet department goals and service levels.

Customer Service & Patient Support

• Respond to escalated or complex patient inquiries regarding hospital billing, payments, and insurance coverage.
• Explain financial obligations, hospital policies, and available financial assistance or payment plan options.
• Assists with customer service in-person and phone call coverage as needed due to operational volumes.
• Assist with resolution of patient complaints and ensure high-quality service delivery.

Operational & Administrative Duties

• Track and report on department metrics (e.g., call volume, response time, patient satisfaction).
• Collaborate with revenue cycle, billing, and clinical departments to resolve account discrepancies or denials.
• Maintain thorough and accurate documentation of all account activities.
• Identify trends in patient concerns or process gaps and recommend improvements.
• Bad debt account review and processing
• Financial Assistance application processing

• All duties as assigned

Required Skills/Abilities:

• Excellent communication and interpersonal skills.
• Strong organizational and problem-solving abilities.
• Ability to coach and motivate a team in a fast-paced environment.
• Knowledge of patient billing, insurance procedures, and healthcare regulations.
• Proficiency with EHR systems and Microsoft Office Suite.

*Bilingual skills a plus, depending on patient population

Education and Experience:

• High school diploma or equivalent required.
• Minimum 2–4 years of experience in healthcare billing, revenue cycle, or patient financial services.
• At least 1 year of experience in a lead, trainer, or supervisory role preferred.

Effective Date: 7/25/2025

Revision Date(s): 7/25/2025

Approved: TMMYERS