Lead Customer Service Advocate

Job Summary
The Customer Service Advocate Lead's primary roles include overseeing and supporting the work of customer service advocates. Among other duties, this individual is responsible for coordinating advocate's efforts to resolve complex accounts and ensuring advocates' interactions with patients are consistent and compassionate during billing and follow-up activities. The Customer Service Advocate Lead helps to monitor all self-pay and third-party patient account inquiries for the hospital and its applicable affiliates and serves as a day-to-day resource for representatives. This position is responsible for maintaining compliance and supporting continuous improvement efforts.
Essential Job Functions
Conducts data integrity audits and shares results with advocates and department leadership; works with representatives to improve performance as necessary.

Assists in reviewing the allocation responsibilities to customer service advocates.

Ensures representatives demonstrate awareness of patients', visitors', and colleagues' preferences specific to age, culture, and spiritual practices.

Confers with third parties as needed regarding the completion of forms and applications on complex accounts for department.

Prepares and reconciles cash deposits as necessary.

Oversees special projects developed by department manager.

Acts as a resource for day-to-day operations questions.

High level understanding of federal and state regulations, payer requirements, and third-party financial assistance programs.

Provides front end input to department leadership for crafting policies and procedures.

Develops team members through group and one-on-one training.

Acts as a role model for ethical, professional conduct.

Driving Requirements

• Professional Drivers: Persons who drive as their main responsibility OR transport passengers or hazardous materials.
• Frequent Drivers: Persons whose main responsibility is not driving, but drive daily or almost daily.
• Occasional Drivers: Persons who drive from once per month to as frequently as once per week.
• Infrequent Drivers: Persons who are generally not expected to drive.

Driving Category

Infrequent Driver
Education & Experience
Degree/Diploma

Program of Study

Required/Preferred

Bachelor's

Business

Preferred

Or

Bachelor's

Accounting

Preferred

Or

Bachelor's

Healthcare

Preferred

Experience

Required/Preferred

A minimum of 2 years of related experience

Required
Weight Demands
Physical Demands
Frequency 8 Hour Shift 10 Hour Shift 12 Hour Shift Rarely (1-4%) 1-19 min 1-24 min 1-29 min Occasionally (5-33%) 19 min-2.6 hrs 24 min-3.3 hrs 29 min-3.9 hrs Frequently (34-66%) 2.6-5.3 hrs 3.3-6.6 hrs 3.9-7.9 hrs Continuously (67-100%) 5.3-8 hrs 6.6-10 hrs 7.9-12 hrs
Activity

Frequency

Sit

Continuously (>67%)

Stand

Occasionally (5-33%)

Walk

Occasionally (5-33%)

Stoop/Bend

Rarely (67%)

Hear

Continuously (>67%)

Activity

Amount

Lift - Floor to Waist Level

Sedentary (
Carry

Sedentary (
Push/Pull

Sedentary (
Slide/Transfer

Sedentary ( Working Conditions
Condition

Frequency

Indoor

Continuously (>67%)

Outdoor

Not Applicable

Extreme Temperature

Not Applicable
Employee Health
Functional Assessment

Hazardous Drug Exposure

Fit Testing Required