Lead Customer Service Specialist

About Vail Health

Vail Health has established itself as the world's most advanced mountain healthcare system. Our updated 520,000-square-foot, 56-bed hospital is a state-of-the-art facility located centrally in Vail, providing exceptional care to all patients amidst beautiful mountain views. Learn more about Vail Health here.

Please note that while our primary office is in Colorado, some roles, including this one, may be remote-only positions. Candidates for remote roles can reside and work primarily in any of the following states: AZ, CO, CT, FL, GA, ID, IL, KS, MA, MD, MI, NC, NJ, OH, OR, PA, SC, TN, TX, UT, VA, WA, and WI. Please only apply if you are able to meet this residency requirement. State locations are subject to change based on evolving hiring needs.

About The Opportunity

The Lead Customer Service Specialist plays a crucial role in supporting both the Manager/Supervisor and the customer service team, while diligently maintaining their own productivity. This position requires strong independent decision-making skills and strategic thinking. You will be responsible for communicating changes, ensuring patient satisfaction through complaint resolution, handling correspondence, and processing payments and refunds. Key duties include supervising daily call traffic, managing incoming calls, resolving escalated issues, dispatching supervisory calls, and providing assistance to Customer Service Specialists with client-related inquiries.

What You Will Do

• Resolve patient and insurance issues by handling phone calls, voicemails, correspondence, and assisting walk-in patients.
• Manage daily call traffic flow, adjusting phone coverage to ensure 95% of calls to individual Customer Service Representatives and the Call Center queue are addressed.
• Assist in handling escalated client concerns and questions, delegating to the Manager/Director of PFS as appropriate.
• Provide training and support to all Customer Service Specialist Representatives under the oversight of PFS Management.
• Verify patient account balances, process payments, and apply payments and adjustments to patient accounts using various computer systems. Reconcile daily cash collections from Customer Service.
• Triage and collaborate with team members for efficient account resolution.
• Process mail, patient refunds, perform cash posting, billing, and patient follow-up as needed.
• Monitor and provide data to Management regarding the quality and productivity of Customer Service Specialist calls and contacts for quality, training, process improvement, and departmental/organizational projects.
• Accurately enter confidential personal health and financial information into computerized systems.

This description is a general reflection of the job's nature and level, not an exhaustive list of all responsibilities, skills, or work conditions.

What You Will Need

Experience:

• Three years of customer service experience is required.
• Healthcare experience within a physician's office, hospital, or admissions is preferred.

Education:

• N/A

License(s) And Certification(s):

• Patient Financial Specialist by Healthcare Business Insights (HBI) preferred.
• Certified Revenue Cycle Specialist by American Association of Healthcare Administrative Management (AAHAM) preferred.

Benefits at Vail Health (Full and Part-Time)

• Competitive Wages & Family Benefits: Competitive wages, 4 weeks paid parental leave, housing programs, childcare reimbursement.
• Comprehensive Health Benefits: Medical, Dental, Vision.
• Educational Programs: Tuition Assistance, existing student loan repayment, specialty certification reimbursement, annual supplemental educational funds.
• Paid Time Off: Up to five weeks in your first year, growing annually.
• Retirement & Supplemental Insurance: 403(b) Retirement plan with immediate matching, life insurance, short and long-term disability.
• Recreation Benefits, Wellness & More: Up to $1,000 annual wellbeing reimbursement, recreation discounts, pet insurance.

Key skills/competency

• Customer Service Excellence
• Patient Resolution
• Call Management
• Team Leadership
• Account Reconciliation
• Payment Processing
• Data Monitoring
• Quality Assurance
• Healthcare Operations
• Communication Skills