Hybrid Team Lead – Customer Service

at Dayton Children's Hospital

• Job title: Team Lead – Customer Service
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Dayton, United States

About the role

• Team Lead for Customer Service at Dayton Children's providing support and mentoring in patient access operations. Collaborating with internal/external customers and improving registration processes.

Responsibilities

• Work with manager to provide day-to-day support to team by facilitating problem solving through collaboration with internal and external customers.
• Serve as a mentor to all point of service operations employees.
• Coach and develop team members using patient access standards, rules and training methods.
• Assist supervisor and manager in developing methods that aid process improvement and efficiencies resulting in accurate pre-registration, registration and denial prevention.
• Assist supervisor and manager in optimizing processes for registration, pre-registration, pre-service estimate and point of service collections, and optimal patient experiences.
• Participate in developing departmental quality improvement initiatives.
• Effectively communicate with all departments and clinics (internal/external) to Dayton Children’s.
• Engage both internal and external customers with DCH approved de-escalation techniques in the absence of manager or supervisor.
• Work in accordance with the hospitals mission and vision statement, values, guiding behaviors and strategic goals.

Requirements

• High school diploma is required
• Associates degree is preferred
• 1+ years of experience in patient access or large hospital/medical front office
• Strong communication and interpersonal skills
• Ability to work tactfully with patients, staff, and interdepartmental customers
• Proficient in customer service and data collection processes
• Ability to lead and motivate a team
• Knowledge of healthcare billing regulations, insurance and compliance requirements
• Excellent organizational and time-management skills

Benefits

• We commit to safety - We ensure every action and decision prioritizes the safety of patients, families, and employees.
• We serve with compassion - We bring generosity, empathy, and kindness to all interactions.
• We own every moment - We take pride in everything we do.
• We’re better together - We collaborate, communicate, and support one another to deliver optimal care.
• We innovate with purpose - We adapt and change to improve pediatric care, for today and tomorrow.
• We value and respect each person - We create an inclusive space where everyone feels welcome and respected.