Customer Service Liaison, Team Lead

Job Title:  Customer Service Liaison, Team Lead

Department:  FCM Group 2

Location: Riedman Campus,100 Kings Highway, Rochester, NY 14610-0757

Hours Per Week:  40

Schedule: Full-Time, Day Shift, Monday -- Friday,

SUMMARY:

The Customer Service Liaison, Team Lead serves as the primary point of contact between the customer service team and other internal departments, ensuring smooth communication and efficient resolution of customer inquiries. This role combines customer-facing responsibilities with team leadership duties, supporting customer service agency and the Financial Counseling department while maintaining high standards of patient satisfaction and team performance.

RESPONSIBILITIES:
• Evaluate self-pay and patient billing practices and propose improvements to billing processes and patient communication for both the health system and patients.
• Serve as a liaison between the external customer service agency and internal billing personnel.
• Work directly with patients, either over the phone or in person, to address complex billing concerns.
• Assess billing issues and develop solutions to reduce future escalations, collaborating with Financial Counseling and IT teams as needed.
• Provide system education to the external agency to support effective navigation and research of billing transactions.
• Analyze patterns and recurring issues within patient billing to identify frequent areas of concern.
• Collaborate with medical records, hospital billing, professional billing staff, and clinical department managers to research billing situations and achieve resolutions that are satisfactory for both the patient and the health system.

PREFERRED QUALIFICATIONS:
• Knowledge of healthcare billing arena.
• Experience with Google Sheets or Microsoft Excel.
• Ability to articulate and work with escalated patients in a calm professional manner.
• Ability to remain organized, professional, and focused while managing multiple priorities and deadlines.
• Proven ability to collaborate and communicate professionally with individuals at all levels of the organization, including physicians and senior leadership, using appropriate communication styles.
• Prior experience reviewing and analyzing operational or workflow processes and identifying documented opportunities for improvement.
• Experience in a lead, supervisory, or coordinator role with documented responsibility for overseeing the work of team members.

MINIMUM QUALIFICATIONS:
• Minimum of six (6) years of verifiable professional experience in customer-facing roles, such as Customer Service Representative, Patient Registration Specialist, Medical Biller, Patient Financial Services Representative, or similar positions within a healthcare financial or revenue cycle environment.

REQUIRED LICENSURE / CERTIFICATION SKILLS:
• None

EDUCATION:

LICENSES / CERTIFICATIONS: 

PHYSICAL REQUIREMENTS:

S - Sedentary Work - Exerting up to 10 pounds of force occasionally 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.

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.

PAY RANGE:

$20.75 - $27.00Rochester14617

The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.

Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.