Customer Service Rep-Team Lead Job Listing at Lexington Medical Center in West Columbia, SC (Job ID 1283913600)

Description

Customer Service  
Full Time
Day Shift 
8:30am-5:00pm

Consistently named best hospital, Lexington Medical Center dedicates itself to providing quality health services that meet the needs of its communities. Ranked #1 in the Columbia metro area by U.S. News & World Report, Lexington Medical Center is the only hospital named one of the Best Places to Work in South Carolina and the first hospital in the state to achieve Magnet with Distinction status for excellence in nursing care.

The 607-bed teaching hospital anchors a health care network that includes six community medical centers and employs more than 8,700 health care professionals. The network includes a cardiovascular program recognized by the American College of Cardiology as South Carolina's first HeartCARE CenterTM and an accredited Cancer Center of Excellence affiliated with MUSC Hollings Cancer Center for research and education. The network also features an occupational health center, the largest skilled nursing facility in the Carolinas, an Alzheimer's care center and nearly 80 physician practices.  Its postgraduate medical education programs include family medicine and transitional year.

Acts as team lead for a customer service team that responds to phone or e-mail, non-technical service requests from customers. Responds to and resolves escalated issues and/or unique or complex requests from customers. Monitors daily workflow and ensures that correct procedures are followed. Identifies system and workflow improvements to enhance the team's efficiency. Assists supervisor with scheduling, training new hires, and coaches and guides less experienced team members. Contributes to moderately complex aspects of a project. Though they will work collaboratively with the team, work is generally independent in nature.

Minimum Education: High School Diploma or Equivalent
Minimum Years of Experience: 3 Years of Experience in Telephone, Customer Service, or Hospital/Physician Billing Office Roles
Substitutable Education & Experience (Optional): None.
Required Certifications/Licensure: None.
Required Training: Excellent customer service and interpersonal/communication skills;

Able to lead and teach by example, reflecting high quality work;

Excellent communication skills and organizational skills (able to understand both written and oral instructions). Demonstrates the ability to listen, while displaying care, sensitivity, compassion, and tact;

Must have the capacity to use good judgment in handling stressful situations and the ability to deal with conflict;

Familiar with medical terminology and basic coding guidelines;

Familiar with reimbursement methodology, billing, and regulatory or compliance issues;

Experienced using on line computer systems.
 

• Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provides statistical and performance feedback to manger/supervisor regarding each team member.
• Ensures employees have appropriate training and other resources to perform their jobs. 
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Assists the supervisor/manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.

• Works as a member/leader of special or ongoing projects that are important to area/process improvement.
• Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
• Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Uses appropriate judgment in upward communication regarding department or employee concerns.
• Performs all other duties as assigned.

We are committed to offering quality, cost-effective benefits choices for our employees and their families:

• Day ONE medical, dental and life insurance benefits 
• Health care and dependent care flexible spending accounts (FSAs)
• Employees are eligible for enrollment into the 403(b) match plan day one.  LHI matches dollar for dollar up to 6%.
• Employer paid life insurance – equal to 1x salary
• Employee may elect supplemental life insurance with low cost premiums up to 3x salary 
• Adoption assistance
• LHI provides its full-time employees employer paid short-term disability and long-term disability coverage after 90 days of eligible employment
• Tuition reimbursement
• Student loan forgiveness

Equal Opportunity Employer
It is the policy of LMC to provide equal opportunity of employment for all individuals, and to remain compliant with applicable state and federal laws and regulations. LMC strives to provide a discrimination-free environment, and to recruit, select, on-board, and employ all employees without regard to race, color, religion, sex, age, disability, national origin, veteran status, or pregnancy, childbirth, or related medical conditions, including but not limited to, lactation. LMC endeavors to upgrade and promote employees from within the hospital where possible and consistent with the employee's desires and abilities and the hospital's needs.