Customer Service Lead

Arlington, TX, United States

Customer Service Lead in Arlington, TX at MultiPlan Location *

**Location:**

**Experience:**

Not Specified **Job Description**

Imagine a workplace that encourages you to interpret, innovate and inspire. Our employees do just that by helping healthcare payers manage the cost of care, improve competitiveness and **inspire** positive change. You can be part of an established company with a 40-year legacy that helps our customers thrive by **interpreting** our client's needs and tailoring **innovative** healthcare cost management solutions.

Our commitment to diversity, inclusion and belonging are part of the fabric of our company. We strive to create a workplace that fosters mutual respect and collaboration, where every talented individual can participate and perform their best work. We are MultiPlan and we are where bright people come to shine!

You can shine with us as a Team Lead where you will be assisting and supporting the supervisor with day-to-day workflow of the Department.

* You will have a steady Monday through Friday 40 hour per week schedule between the hours of 7:00 am and 5:00 pm. Employees are able to pick from available flexible schedules after completing training.

* Currently, this position is a remote or, work from home, position but will be located in our Arlington, TX office when it reopens.

* We provide an excellent paid classroom training program as well as continuous on the job coaching and mentoring. We also have advancement and growth opportunities available to employees.

* Find more information on what its like to be a MultiPlan employee on our Careers page at

**JOB SUMMARY:**

This individual is responsible for assisting and supporting the supervisor with day-to-day workflow of the Department. This includes mentoring team members and handling of, research, and communication regarding complex and escalated claims inquiries stemming from clients, providers, and team members.

**JOB ROLES AND RESPONSIBILITIES:**

1. Assist by supporting the Supervisor in daily operations and processes within the department

2. Identify and notify the supervisor of potential escalated issues or system related concerns.

3. Assist in training new employees and remedial training for existing employees, including new or revised procedures

4. Provide support to the team members, serve as a resource and answer questions. Serves as subject matter expert and as back-up to production teams as needed

5. Mentor staff while assisting with more challenging issues and cases.

6. Support the quality audit review and rebuttal process

7. Ensure the maintenance of and compliance with department performance metrics for production, accuracy, and turnaround time

8. State licensure certification required -- if hired without certification, certification must be attempted within six months of testing notification. An employee could be moved to a position within the claims resolution specialist job family if required state licensure certification(s) are not obtained within 6 months of testing notification

9. Foster and maintain relationships with internal and external customers, including but not limited to the provider, client, or other internal customer

10. Monitor compliance with all departmental policies, procedures, and workflows and collaborate with the training team, as necessary.

11. Review workflows and outputs to recommend appropriate workflow revisions and collaborate with other internal departments.

12. Lead and/or participate in various research projects for Sr. Management and Clients, as assigned.

13. Collaborate, coordinate, and communicate across with peers and other departments.

14. Ensure compliance with HIPAA regulations and requirements.

15. Demonstrate Company's Core Competencies and values held within.

16. Please note due to the exposure of PHI sensitive data -- this role is considered to be a High Risk Role.

17. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

**JOB SCOPE:**

Individual impacts efficiency and effectiveness of departmental operations. This is an entry level leadership role that has the authority and responsibility to facilitate and communicate training, new processes, coaching, and mentoring. The individual works independently under minimal supervision but collaborates and communicates with the supervisor or manager on a daily basis. Specific to HR actions such as hiring, salary adjustments, position changes, termination and other disciplinary actions, the individual refers to the Supervisor or Manager. **Job Requirements**

**JOB REQUIREMENTS (Education, Experience, and Training):**

* Minimum high school diploma plus two (2) years' experience in the healthcare or customer service industries. Previous leadership experience is highly preferred.

* Knowledge of applicable laws and statutes (state, local or federal) for positions focusing on Workers' Compensation or automobile medical "auto" bills a plus

* Communication (written, verbal and listening), problem solving, negotiation, organization, and time management skills

* Strong verbal and written communication skills

* Ability to quickly shift priorities, multitask and handle multiple projects simultaneously, prioritize and meet expected deadlines

* Ability to lead and mentor others in a positive and respectful manner

* Ability to identify issues and determine appropriate course of action for resolution

* Ability to use software and hardware related to job responsibilities, including MS Office with preferred proficiency in MS Word and MS Excel spreadsheets and database software

* Ability to adjust workflow and alter schedule to meet deadlines in a fast-paced environment

* Ability to work independently and handle confidential information

* Individual in this position must be able to work in a standard office environment which requires sitting and viewing monitor(s) for extended periods of time, operating standard office equipment such as, but not limited to, a keyboard, copier and telephone

We realize that our employees are instrumental to our success, and we reward them accordingly with very competitive compensation and benefits packages, an incentive bonus program, as well as recognition and awards programs. Our work environment is friendly and supportive, and we offer flexible schedules whenever possible, as well as a wide range of live and web-based professional development and educational programs to prepare you for advancement opportunities.

Your benefits will include:

* Medical, dental, and vision coverage (low copay & deductible)

* Life insurance

* Short- and long-term disability

* 401(k) + match

* Generous Paid Time Off

* Paid company holidays

* Tuition reimbursement

* Flexible Spending Account

* Employee Assistance Program

* Summer Hours- from Memorial Day to Labor Day we get off two hours early on Fridays with pay company-wide.

**MultiPlan is an Equal Opportunity Employer** and complies with all applicable laws and regulations. Qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status. If youd like more information on your EEO rights under the law, please .

#J-18808-Ljbffr