Lead Customer Service Representative
Monroeville , Pennsylvania
April 04, 2017
CVS Health, a mail service Specialty Pharmacy in the Monroeville area, has an opportunity for a full time Lead Customer Service Representative in our Patient Billing Inbound Call Area. The Lead Customer Service Representative will support the inbound call representatives in handling all patient requests in an attempt to ensure timely and accurate account payment for outstanding balances while demonstrating excellent customer service to patients, healthcare professionals and insurance carriers.

Key Responsibilities of the
Lead Customer Service Representative:
- Receive inbound calls from patients, and call escalations from representatives, with questions regarding bills received
- Provide excellent customer service to the patient by providing quick and accurate resolution
- Resolve patient issues that may have resulted from incorrect or incomplete information
- Work closely with all internal departments to address patient billing questions
- Prepare daily, weekly, and monthly reports of departmental metrics
- Provide leadership, guidance, and support to the Inbound Call representatives
- Conduct phone audits
- Assist with training
- Consistently monitor Phone Queues

The hours of this position are 10:00 AM – 6:30 PM, Monday through Friday.

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