Lead, Customer Service

Lead Customer Service Representative

The lead CSR works specifically on held sales report, Rx expiration reports, prior authorization expiration reports, turning 65 reports, and customer billing survey report to decrease held sales in centers that are ineffective with that function.

Responsibilities include:

• Answering incoming calls and making determination of required action
• Processing held sales reports by contacting customers, insurance providers, physicians' offices, and reviewing with regional accounting office
• Handling mail and outgoing courier packages for the center, including responding to requests for information from internal sources
• Being knowledgeable of existing and new information regarding equipment, compliance adherence, insurance coverage criteria, and carrier policies
• Being knowledgeable of paperwork and internal reports
• Having a thorough understanding of the AS-400 and the CDR
• Checking employees' task assignments and status daily
• Reporting weekly held sales decrease and goals to centralized CSR supervisor/manager and RM/VP
• Daily work on held sales in centers assigned to them
• Assisting in the training of employees
• Communicating policy and procedure updates to staff
• Serving as the first point of contact for their team members' questions and assisting with problems regarding work functions and patient accounts
• Monitoring phone procedure compliance
• Monitoring adherence to break schedule