Lead Customer Service Rep (Csr) - Behavioral Health

Work where every moment matters.
Every day, over 30,000 Hartford HealthCare employees come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut's most comprehensive healthcare network.
Rushford Center, one of Connecticut's leading providers of addiction and mental health services, is nationally recognized for delivering outstanding prevention, treatment and recovery programs. We offer a wide range of programs including Acute Care and Evaluation, Residential Addiction Treatment, Individual, Group & Family Therapy, Intensive Outpatient programs and Community Support Programs. Through the passion of our specialists, we continue to treat every patient with care, compassion and respect, while providing affordable and accessible services.
Job Summary
Focuses on excellent internal and external Customer Service. Provides dedicated support to programs and/or departments as a member of a team to ensure team coverage to all critical functions. Commitment to access to services, quality and financial strength of organization. Ability to Lead the CSR Team resolving day to day issues. Focus on excellent internal and external Customer Service information.
Job Description

1. Demonstrated knowledge of each CSR function including the ability to train team members effectively.
2. Acts in a professional manner with all Rushford customers and employees: treats all people with respect and courtesy.
3. Ensures that clients understand Rushford's financial policies and the client's own financial responsibility prior to admission or as needed while in treatment. Obtains client signatures for financial responsibility and direct payment of benefits prior to the rendering of services. Responds to client inquiries (in person or via phone) prior to treatment regarding financial policies and client financial responsibilities. Assists clients in preparing financial aid applications when necessary.
4. Obtains, maintains, and updates client demographic and financial information.
5. Verifies third party payor eligibility/benefits and obtain authorization before services are rendered. Responds to all client inquiries regarding benefits and financial responsibility with respect and courtesy.
6. Operates and troubleshoots office equipment including, copiers, printers, and fax machines. Monitor and order supplies, including schedules and brochures, and process calls for equipment service as necessary.
7. Manages client and administrative records according to policy and procedure, maintaining confidentiality at all times.
8. Performs administrative duties, including but not limited to word processing, maintaining spreadsheets, data entry and filing.
9. Ability to perform multiple tasks under strict deadlines along with variations in workload/duties and maintain flexibility throughout.
10. Coordinate PTO and coverage. Manage team Kronos for accuracy and approval.
11. Facilitate orientation and training for the CSR team as necessary.
12. Identify system issues and work with team for solutions. Alerts Supervisor of non-standard issues or urgent matters beyond the scope of responsibility of the Lead. Participates in quality improvement teams as assigned.
13. Perform additional responsibilities and /or special projects as assigned by supervisor.

Qualifications:

• Associates Degree or Technical College certificate strongly preferred.
• Minimum of two years' experience in an administrative, Customer Service or healthcare reimbursement environment. Extensive experience in healthcare Customer Service considered in lieu of other experience.
• Strong computer skills including proficiency in Microsoft Office and databases (client accounts software).
• Exceptional organizational skills, with attention to detail; excellent communication skills (verbal & written)
• Self motivated and independent individual willing to work in a team environment.

As a Hartford HealthCare entity, Rushford provides eligible employees with an extensive benefits package consisting of:

• Medical and dental benefits
• 401(k) plan with employer match
• Generous paid time off with accrual starting on the date of hire, including six paid holidays
• Additional voluntary benefits as well as employee discount programs

With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge - helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.