Customer Service Team Lead
Apply Job ID 30951 Date posted 07/30/2025Job Family:
Patient Account Representative
Travel Required:
Clearance Required:
What You Will Do:
Customer Service Team Lead under general supervision and according to established policies and procedures, performs a variety of duties related to the customer service and self-pay functions. Such duties may include, but are not limited to, the following responsibilities:
Job Description/Responsibilities:
Include the following. Others may be assigned.
- Answer inbound customer service calls and make some outbound follow up calls in a professional, patient experience and customer service-oriented manner.
- Answer the calls timely without drops/abandons.
- Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution.
- Facilitate resolution by referring the matter to the issue/content expert.
- Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert can effectively resolve the matter.
- Resubmit Corrected Claims and supporting documentation as need for the patient experience.
- Communicate with other organizational departments to ensure proper handling of patient accounts.
- Communicates issues to management timely and performs other duties as assigned by direct supervisors.
- Perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure
- Exceptional customer service skills including effective and efficient problem solving and analyzing skills.
- Professional and calming tone of voice with complete command of the English language free of use of inappropriate grammar
- Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
- Ability to perform essential job functions with high degree of independence, flexibility, and creative problem-solving techniques
- Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
- Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities
- Ability to interpret and apply reimbursement aspects of managed healthcare contracts
- Attentive listening skills
- Ability to clearly articulate a response to the customer using appropriate voice modulation
- Demonstrates subject matter expertise within revenue cycle follow-up and customer service
- Demonstrates ability to function independently to complete assigned tasks
- Assists in facilitating team huddles, onboarding new staff, and providing at-the-elbow support for other staff
What You Will Need:
- 8 plus years experience in customer service, healthcare or financial services
- High School Diploma or equivalent
What Would Be Nice To Have:
- Bilingual (English/Spanish)
- Dialer experience
What We Offer:
Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Benefits include:
Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program
About Guidehouse
Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.
Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.
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