Align yourself with an organization that has a reputation for excellence! Cedars Sinai was awarded the National Research Corporation?s Consumer Choice Award 19 years in a row for providing the highest-quality medical care in Los Angeles. Join us! Discover why U.S. News & World Report has named us one of America?s Best Hospitals.

What you be doing in this role:

Under general supervision and following established practices, policies, and guidelines, provides Customer Service team lead support to Patient Services. This position is a lead role and is responsible for handling the day-to-day operations of the call center, assigning and reviewing work assignments of up to fifteen line staff. This position requires superior customer service, problem solving, critical thinking and analytic skills to research, analyze and resolve complex cases and problem accounts. Serves as a technical resource (superior subject matter expert) and provides support to line staff. 

Positions at this level require superior knowledge, skill and proficiency in specialized functions and multiple areas of the revenue cycle. Incumbents must have superior knowledge and understanding of regulatory requirements, payor contracts and Cedars-Sinai Health System policies governing both hospital and professional billing and collections and sound interpretation of same. Incumbents to perform duties which include identifying, analyzing, resolving and responding to customer inquiries, concerns and issues, and following up on accounts to ensure payment and resolution. Incumbents must have superior skill in diffusing escalated patient issues. This position may be cross-trained in other revenue cycle functions and provide back-up coverage. You will:

• Apply detailed knowledge of and follow all hospital and professional department policies and procedures (e.g., PHI, PFS employee handbook).
• Demonstrate detailed knowledge of Cedars-Sinai?s core patient accounting systems and/or department specific systems and uses them effectively and efficiently.
• Effectively monitor assigned work queues and workload, ensuring resolve of accounts in a timely and accurate manner. Take initiative on issues by calling them out to supervisor.
• Adhere to documentation standards of the department. Properly use activity codes. Notate clearly and concisely. Correctly enter data in fields. Maintain acceptable levels of speed and accuracy.
• Complete all necessary research and account follow-up activities to resolve inquiries and/or customer complaints. Ensure that the resolution completed meets the patient?s needs.
• Effectively respond to patients, insurance companies and other authorized third-party inquiries, including return of calls and research needed to bring account to final resolution.
• Negotiate and document payment plans within established policies.
• Assume lead role in the absence of the Supervisor or Manager. Assist in the training of staff on Cedars-Sinai Health System policies and procedures. Assist management with updating policies, procedures and job aids when needed.
• Assure that daily productivity standards and department goals are met and exceeded by monitoring staff and reviewing daily production reports. Provide feedback to staff and supervisors/manager regarding quality and production standards.
• Assist with hiring processes by conducting interviews and providing feedback.

Requirements:

• High school diploma/GED required. College level courses in finance, business or health insurance preferred. Associate's degree or college diploma in business healthcare administration or a related major preferred. 
• A minimum of 5 years of Hospital and/or Professional billing and/or Collection experience including customer service and call center experience required.

Why work here?

Beyond outstanding employee benefits including health and dental insurance, vacation, and a 403(b) we take pride in hiring the best employees. Our accomplished staff reflects the culturally and ethnically diverse community we serve. They are proof of our commitment to creating a dynamic, inclusive environment that fuels innovation.