Vail Health is hiring a Lead Customer Service Specialist to provide operational support to the Manager/Supervisor and team. In this role, you will maintain productivity and patient satisfaction by supervising daily activities, resolving escalated concerns, and ensuring efficient service delivery.
What You'll Do
- Resolve patient and insurance issues through phone calls, voicemails, correspondence, and walk-in interactions.
- Manage daily call traffic flow and adjust phone coverage to ensure 95% of calls are handled.
- Assist in handling escalated client concerns and delegate calls to Manager/Director of PFS as appropriate.
- Provide training and support to all Customer Service Specialist Representatives.
- Verify patient account balances, take payments, and apply payments and adjustments in various computer systems.
- Reconcile daily cash collections made through Customer Service.
- Triage, then communicate and collaborate with team members for account resolution.
- Process mail and patient refunds, as well as perform cash posting, billing, and patient follow-up as required.
- Monitor and provide data to Management regarding quality and productivity of Customer Service Specialist calls.
- Enter confidential personal health and financial information into computerized system with a high rate of accuracy.
What We're Looking For
- Three years of customer service experience required.
Nice to Have
- Healthcare experience with a physician, a hospital, or admissions preferred.
- Patient Financial Specialist by Healthcare Business Insights (HBI) preferred.
- Certified Revenue Cycle Specialist by American Association of Healthcare Administrative Management (AAHAM) preferred.
Team & Environment
Provides support to Manager/Supervisor and team.
Benefits & Compensation
- Compensation: $23.12 - $31.91 USD per hour
- Competitive wages
- Parental leave (4 weeks paid)
- Housing programs
- Childcare reimbursement
- Medical, dental, and vision insurance
- Tuition Assistance
- Existing Student Loan Repayment
- Specialty Certification Reimbursement
- Annual Supplemental Educational Funds
- Up to five weeks Paid Time Off in first year
- 403(b) Retirement plan with immediate matching
- Life insurance
- Short and long-term disability
- Up to $1,000 annual wellbeing reimbursement
- Recreation discounts
- Pet insurance
Work Mode
This is a remote position open to candidates residing in: AZ, CO, CT, FL, GA, ID, IL, KS, MA, MD, MI, NC, NJ, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI.
Vail Health is an equal opportunity employer.
