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Indiana University Health

Team Lead-Customer Service

Ball Memorial Hospital
Date Posted
12 February, 2021
Schedule & Shift
Full Time
Day
Requisition Number
302492
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Team Lead-Customer Service

Job Description

Overview

Hours: M-F (10:00am-6:30pm) * Must be flexible to cover open shifts on 1st, 2nd, and 3rd shifts (if needed) Responsibilities: Provides functional guidance and direction in the management of daily activities. Key job duties include monitoring assigned department workflows, quality and performance, monitoring calls and customer interactions, training and coaching, providing direction, guidance and oversight in accordance with applicable policies and procedures; recognizing improvement opportunities and implementing solutions; documenting and communicating appropriate information regarding operations; identifying and resolving complex, escalated, or unresolved issues; providing documentation and input on groups' work performance for annual evaluations. Office responsibilities and leading the team in the gemba must be split 20/80 – to ensure all team members are led in a positive direction and fully supported. This includes but not limited to undertaking the tasks of an operator (at staff level) by being on the board up to 75% of your time in the gemba and 25% floating/coaching the team. Responsible for helping backfill call-offs and understaffing issues if needed. As well as helping meet the needs of the organization’s financial metrics, promise dashboard goals, and departmental goals. Coordinates scheduling, training, and inventory duties. Trains staff on appropriate techniques and monitors performance for quality, effectiveness, and patient safety. Maintains department policy’s/procedures and ensure they are updated in Amcom. Coordinates with credentialing to ensure all screens are built in Amcom for all new providers/staff and provides assistance to the Department Manager. Assist in the role of the data specialist by inputting schedules for in/outpatient office, update physician preference sheets/screens on amcom, update tab screens in amcom, and make BMH call changes and respond to BMH email as necessary. People Development - Attracts, develops, manages, and retains top talent. Ensures that team members receive ongoing feedback, training, and development opportunities. Holds self and others accountable for making continuous progress against their development objectives. Relationship Building - Builds rapport and finds common ground with others, creating experiences and interactions where people consistently feel heard, valued and respected. Provides exemplary customer service to internal and external customers by being proactive, responsive and encouraging teamwork. Strives to develop and maintain a network of contacts both internally and externally. Models and fosters a positive work environment among team members. Execution - Produces on-time, high-quality work deliverables. Achieves individual and team metrics as applicable. Held to the same if not better standards as the rest of the team. Ethical Practice - Maintains confidentiality as appropriate, earns trust and respect of others, and exhibits behaviors that express the ethical practice of a healthcare organization. Keeps financial, person information, team information, patient data, etc. extremely confidential as required.Leads customer service representatives in patient inquiries via telephone and email. Determines the best method for problem resolution meeting patient needs and organizational guidelines. Leads issue resolutions with other departments as necessary. Gathers patient personal and billing information for database entry and scheduling.
 High School Diploma/GED required.
•3-5 years of customer service experience required.
• Knowledge of medical terminology and medical coding required.
• Ability to type 30+ words per minute.
• Requires working knowledge of computers.

 

We are an equal opportunity employer and value diversity and inclusion at IU Health. IU Health does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Qualifications for the Team Lead-Customer Service Role

Overview

Hours: M-F (10:00am-6:30pm) * Must be flexible to cover open shifts on 1st, 2nd, and 3rd shifts (if needed) Responsibilities: Provides functional guidance and direction in the management of daily activities. Key job duties include monitoring assigned department workflows, quality and performance, monitoring calls and customer interactions, training and coaching, providing direction, guidance and oversight in accordance with applicable policies and procedures; recognizing improvement opportunities and implementing solutions; documenting and communicating appropriate information regarding operations; identifying and resolving complex, escalated, or unresolved issues; providing documentation and input on groups' work performance for annual evaluations. Office responsibilities and leading the team in the gemba must be split 20/80 – to ensure all team members are led in a positive direction and fully supported. This includes but not limited to undertaking the tasks of an operator (at staff level) by being on the board up to 75% of your time in the gemba and 25% floating/coaching the team. Responsible for helping backfill call-offs and understaffing issues if needed. As well as helping meet the needs of the organization’s financial metrics, promise dashboard goals, and departmental goals. Coordinates scheduling, training, and inventory duties. Trains staff on appropriate techniques and monitors performance for quality, effectiveness, and patient safety. Maintains department policy’s/procedures and ensure they are updated in Amcom. Coordinates with credentialing to ensure all screens are built in Amcom for all new providers/staff and provides assistance to the Department Manager. Assist in the role of the data specialist by inputting schedules for in/outpatient office, update physician preference sheets/screens on amcom, update tab screens in amcom, and make BMH call changes and respond to BMH email as necessary. People Development - Attracts, develops, manages, and retains top talent. Ensures that team members receive ongoing feedback, training, and development opportunities. Holds self and others accountable for making continuous progress against their development objectives. Relationship Building - Builds rapport and finds common ground with others, creating experiences and interactions where people consistently feel heard, valued and respected. Provides exemplary customer service to internal and external customers by being proactive, responsive and encouraging teamwork. Strives to develop and maintain a network of contacts both internally and externally. Models and fosters a positive work environment among team members. Execution - Produces on-time, high-quality work deliverables. Achieves individual and team metrics as applicable. Held to the same if not better standards as the rest of the team. Ethical Practice - Maintains confidentiality as appropriate, earns trust and respect of others, and exhibits behaviors that express the ethical practice of a healthcare organization. Keeps financial, person information, team information, patient data, etc. extremely confidential as required.Leads customer service representatives in patient inquiries via telephone and email. Determines the best method for problem resolution meeting patient needs and organizational guidelines. Leads issue resolutions with other departments as necessary. Gathers patient personal and billing information for database entry and scheduling.
  • qualifications__list
     High School Diploma/GED required.
  • 3-5 years of customer service experience required.
  •  Knowledge of medical terminology and medical coding required.
  •  Ability to type 30+ words per minute.
  •  Requires working knowledge of computers.
Job Page Content image

Indiana University Health is Indiana’s most comprehensive health system, with 16 hospitals and more than 34,000 team members serving Hoosiers across the state. Our partnership with the Indiana University School of Medicine gives our team members access to the very latest science and the very best training, advancing care for all. We’re looking for team members who share the things that matter most to us. People who are inspired by challenging and meaningful work for the good of every patient. People who are compassionate and serve with a purpose. People who aspire to excellence every day. People who are always ready to apply themselves.

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