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.