Customer Service Representative in a key role supporting veterinary clinics and pet families. Building relationships and ensuring compassionate service during sensitive moments.
About the role
- Team Lead for Customer Service at Dayton Children's providing support and mentoring in patient access operations. Collaborating with internal/external customers and improving registration processes.
Responsibilities
- Work with manager to provide day-to-day support to team by facilitating problem solving through collaboration with internal and external customers.
- Serve as a mentor to all point of service operations employees.
- Coach and develop team members using patient access standards, rules and training methods.
- Assist supervisor and manager in developing methods that aid process improvement and efficiencies resulting in accurate pre-registration, registration and denial prevention.
- Assist supervisor and manager in optimizing processes for registration, pre-registration, pre-service estimate and point of service collections, and optimal patient experiences.
- Participate in developing departmental quality improvement initiatives.
- Effectively communicate with all departments and clinics (internal/external) to Dayton Children’s.
- Engage both internal and external customers with DCH approved de-escalation techniques in the absence of manager or supervisor.
- Work in accordance with the hospitals mission and vision statement, values, guiding behaviors and strategic goals.
Requirements
- High school diploma is required
- Associates degree is preferred
- 1+ years of experience in patient access or large hospital/medical front office
- Strong communication and interpersonal skills
- Ability to work tactfully with patients, staff, and interdepartmental customers
- Proficient in customer service and data collection processes
- Ability to lead and motivate a team
- Knowledge of healthcare billing regulations, insurance and compliance requirements
- Excellent organizational and time-management skills
Benefits
- We commit to safety - We ensure every action and decision prioritizes the safety of patients, families, and employees.
- We serve with compassion - We bring generosity, empathy, and kindness to all interactions.
- We own every moment - We take pride in everything we do.
- We’re better together - We collaborate, communicate, and support one another to deliver optimal care.
- We innovate with purpose - We adapt and change to improve pediatric care, for today and tomorrow.
- We value and respect each person - We create an inclusive space where everyone feels welcome and respected.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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