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About the Role

As a Customer Service Representative – Team Lead, you will be the shift lead for the Customer Service team, overseeing the day-to-day performance metrics for Patient Experience Specialists. This role involves assisting in the planning, organizing, directing, coordinating, and controlling of activities and resources that impact the timely and accurate processing of patients.

Responsibilities

• Ensure the team meets production standards, deadlines, and work schedules by focusing on high-quality customer service, proper procedures, quality assurance, patient privacy, and confidentiality standards.
• Efficiently and effectively utilize all available departmental resources, including human, physical, and technological assets.
• Assist with the selection, training, coaching, evaluation, counseling, and development of patient account representative staff to meet production and quality standards.
• Create and maintain a positive, upbeat, people-oriented departmental culture by maximizing team member morale and engagement.
• Work on computers and answer phones to intake information in a busy environment, working across multiple screens to input data correctly between physician and nurse check-ins.
• Comfortably work across multiple programs and type quickly while patients are speaking.
• Work around clinicians who may interrupt the registration process for emergent clinical care.
• Assist patients who may be very ill or worried, listening carefully to ease their anxiety, asking follow-up questions, and building rapport in real time.
• Assist patients in completing their registration in a fast-paced work environment, often while on your feet.
• Collect patient and insurance information, adapting to variations in health plans and coverage through training.
• Work quickly and expect the unexpected in a dynamic role.

Requirements

• High School Diploma or GED
• Excellent customer service experience
• At least 6 months in a comparable role
• Up to date on all vaccinations
• Pass a drug test
• Pass a background check prior to hire

Skills

• Confident multi-tasking
• Quick learner with technology
• Typing
• Answering phones
• Working across multiple screens
• Working across multiple programs

Location

• Ascension Seton Medical Center Austin, TX

Work Type

• Onsite
• Full-time

Experience Level

• 6 months in a comparable role

Education Level

• High School Diploma or GED

Salary/Compensations

• $20.00 - $32.11 per hour

Benefits

• Competitive benefits package

About the Company

• R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups.
• We combine the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration.
• The healthcare system is always evolving — and it’s up to us to use our shared expertise to find new solutions that can keep up.
• On our growing team you’ll find the opportunity to constantly learn, collaborate across groups and explore new paths for your career.
• Our associates are given the chance to contribute, think boldly and create meaningful work that makes a difference in the communities we serve around the world.
• We go beyond expectations in everything we do.
• Not only does that drive customer success and improve patient care, but that same enthusiasm is applied to giving back to the community and taking care of our team.

Equal Opportunity

• R1 RCM Inc. (“the Company”) is dedicated to the fundamentals of equal employment opportunity.
• The Company’s employment practices, including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law.
• Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.
• If you have a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at 312-496-7709 for assistance.
• CA PRIVACY NOTICE: California resident job applicants can learn more about their privacy rights California Consent