Customer Service Assistant Manager / Team Lead II
Supervised and managed call center with 25+ representatives for Medical Billing to 60+ locations; which include, emergency physicians, urgent care, hospitalists, observation units, hyperbaric services and clinics across the United States.
- Coordinated and assisted complex client and customer requests, including supervisor calls resulting in conflict resolutions and customer satisfaction.
- Identify billing issues and contract problems with a variety of insurances for a prompt resolution.
- Quality assurance on call recordings to identify additional training needs for each individualized representative or complete department to improve call center expectancies.
- Completely bilingual, Spanish as 2nd language and basic knowledge in Microsoft words, Excel, InContact, and html basics.
- Verified punch times are correct for payroll, correct missing punches, add and approve PTO requests and sign off on them once correct.
- Over 12+ years of medical billing experience