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Envision Healthcare REP CUSTOMER SERVICE LEAD in Overland Park, Kansas

The Representative Customer Service Lead will serve as the primary contact for all e-mails and acts as primary back-up for the Liaison, Customer Service. Role requires advanced skills to perform all standard tasks within the function as well as specialized tasks. Role takes leadership for applying new processes and skills to improve the operations.

  • Respond to all incoming e-mails pertaining to billing and inpatient billing.

  • Responsible for providing acknowledgement of all e-mails within 24 hours.

  • Provide assistance to the department Patient Liaison.

  • Provide assistance with department phone coverage when required.

  • Assist with calls requiring a Supervisor’s attention.

  • Assist with reviewing incoming patient concerns regarding billing, fees, and service.

  • Be familiar with and understand payor and state rules and regulations and client information.

  • Serve as a resource for Patient Services Representatives.

  • Assist in Chat when required.

  • When required assist department Trainer with training classes.

  • Interact with and assist Client Administration with write off requests and account inquiries.

  • Interact with and assist collection agencies with account inquiries.

  • When necessary, contact insurance carriers and hospitals to resolve complicated billing matters.

  • When necessary, provide assistance with the department Quality Assurance process.

  • Other duties as assigned

  • Reads and abides by the company’s code of conduct, ethics statements, employee handbook(s), policies and procedures and other corporate mandates, including participation in mandatory training programs

  • Reports any real or suspected violation of the corporate compliance program, company policies and procedures, harassment, or other prohibited activities in accordance with the reporting policies of the company

  • Obtains clarification of policy whenever necessary and may use the resources available through the Compliance, Human Resources or Legal Department to do so

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Flexible, high achiever with ability to learn quickly and meet department goals and deadlines consecutively.

  • Familiarity and proficiency with the policies and procedures of the Patient Services department.

  • Knowledge of Medical Insurance terminology.

  • Requires advanced skills to perform all standard tasks within the function as well as specialized tasks.

  • HIPPA requirements.

  • Organized, detail oriented with excellent follow through abilities. Can handle and prioritize multiple tasks. Reliable, team-oriented, pleasant with excellent interpersonal skills.

  • Excellent communication skills both on the telephone and personally.

  • Ability to frequently suggest solutions to problems that impact not only own work and responsibilities but those of the entire team


  • High School diploma or general education degree (GED) required. An Associate Degree or Technical Certification is preferred

  • Minimum of five years’ experience in a medical billing customer service environment required or equivalent experience of education and experience

ID (auto generated): 2022-30983

External Company Name: Envision Healthcare

Street: 6050 SPRINT PKWY