Patient Account Customer Service Analyst Lead

Customer Service Training Manager

We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate, and innovate. We believe that every award earned, every record broken and every patient helped is because of the dedicated employees who fill our hallways.

At Ochsner, whether you work with patients every day or support those who do, you are making a difference and that matters. Come make a difference at Ochsner Health and discover your future today!

This job assumes responsibility for and leads the daily operations of all personnel and processes within the department in collaboration with the Business Services leadership team by serving as a liaison between customer service training and customer service operations. Responsible for planning and organizing all operational functions including staffing and staff development/training, ensures a smooth transition between the initial 90-day formal customer service training program and the day-to-day customer service call center operations, and drafts and implements policies and procedures required for achieving department goals and objectives. Additionally, this job leads initiatives to improve processes and maximizes efficiency, serves internal and external customers, and maintains high employee morale.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company's discretion.

Education

Required - High school diploma or equivalent

Preferred - Bachelor's degree in Business Administration, Finance, Healthcare or related degree

Work Experience

Required - 4 years' experience with direct healthcare or other experience relevant to job duties

Knowledge Skills and Abilities (KSAs)

• Must have computer skills and dexterity required for data entry and retrieval of patient information.
• Must be proficient with Windows-style applications (i.e. Excel, Word, PowerPoint), keyboard, and various software packages specific to role.
• Effective verbal and written communication skills and the ability to present information clearly and professionally to varying levels of individuals throughout required job processes.
• Must have excellent project management and organizational skills including the ability to work well under pressure, meet project deadlines, set priorities, and maintain complete confidentiality.
• Must have excellent decision-making, delegating, and technical writing skills.
• Ability to work with minimal supervision and make independent decisions within scope of job duties.
• Must have basic math skills.

Job Duties

• Coordinates and facilitates training appropriately for both new hires and on-going educational needs for current staff and team members within the expected time parameters set forth and/or as needed.
• Formulates and maintains current teaching outlines/training material and works with leadership team to determine instructional methods such as individual training, group instruction, demonstrations, meetings, workshops and other related venues as/when needed.
• Performs routine quality assurance and utilizes all available performance management information to monitor and measure the performance of the team as a unit as well as individual performance of team members.
• Provides effective and consistent coaching and feedback based on historical data on previously conducted QA audits and coaching sessions.
• Prepares and compiles data from various sources to create daily, weekly, monthly and other ad hoc type reports with accuracy by the assigned deadlines.
• Analyzes various types of report data while recognizing trends in departmental metrics to identify and report out on as/when appropriate.
• Researches and responds to escalated patient inquiries within 24 hours of inquiry while providing top quality customer service to ensure patient satisfaction and/or various service recovery opportunities.
• Performs other duties as required.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance with all such laws, regulations and standards.

This employer maintains and complies with its Compliance & Privacy Program and Standards of Conduct, including the immediate reporting of any known or suspected unethical or questionable behaviors or conduct; patient/employee safety, patient privacy, and/or other compliance-related concerns.

The employer is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Physical and Environmental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid.

Because the incumbent works within a healthcare setting, there may be occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning and/or disposal of contaminated waste. The risk level of exposure may increase depending on the essential job duties of the role.