Lead Customer Service Representative

Lead Customer Service Representative

UCFS strives to use person-centered care to improve the health and well-being of everyone in our community. Share in our vision of being Eastern CT's best choice for patient-centered healthcare!

We are currently seeking a Lead Customer Service Representative who provides courteous and professional customer service to all UCFS clients, patients, and visitors, as well as internal customer support for clinical staff. Serves as a knowledgeable resource to the Customer Service Representative team across all locations, supports consistent workflows and cross-training, assists with intake support for front desk, behavioral, medical, and dental services, and works closely with the Patient Access Supervisor on special projects and process improvements.

UCFS Hours of Operation:
Open 8:00am - 7:00pm;
Hours Vary By Day & Location

Expected

Schedule:

Full-Time, 40 hours/week

Outline of

Duties and Responsibilities:

• Serves as a lead resource for Customer Service Representatives across UCFS locations, providing guidance, workflow support, and assistance with day-to-day questions while escalating issues to the Patient Access Supervisor as appropriate.
• Maintains cross-training and working knowledge of front desk and customer service workflows at all locations, including Colchester, Griswold, Norwich, New London, and Plainfield, to support coverage, consistency, and operational needs.
• Assists with onboarding, training reinforcement, and continued development of Customer Service Representatives by modeling standard workflows, sharing best practices, and supporting consistent service delivery.
• Provides support to the Customer Service Representative team during staffing gaps, high-volume periods, location coverage needs, and workflow changes.
• Works closely with the Patient Access Supervisor on special projects, workflow reviews, process improvements, and implementation of new procedures related to customer service operations.
• Greets all clients, visitors, and employees, providing courteous and professional customer service in person or on the telephone. Performs proper protocol for announcing visitors as directed their home department.
• Services the reception area and performs related data collection/entry; screens all clients and updates pertinent demographic and insurance information into the Electronic Health Record.
• Follows the check-in and out workflow process to ensure that the client and clinical staff experience exceptional customer service.
• Services clients, visitors, and callers collecting and providing information, answering questions, and making referrals regarding UCFS Health Center services, providers, medical records, scheduling, insurance, copays, sliding fees, billing, and related.
• Schedules and books clients for appointments with Behavioral Health, Dental, Medical and all other Health Center services, utilizing proper systems for clinician and/or UCFS employee notification.
• Performs medical records duties; including requesting, retrieving and filing records, scanning documents into the Electronic Health Record, assisting in the Release of Information applications, and monitoring fax servers and laboratory interfaces.
• Enters new or existing demographic and insurance information into the Electronic Health Record, as well as perform insurance verifications and collect copay verification. Performs initial client intakes as necessary.
• Collects payments and copayments for services rendered and reconcile daily financial activities.
• Responsible for collecting financial information from clients, including household size and income (Federal Poverty Level), and informing clients of agency's various payment relief programs such as the Sliding Fee scale.
• Treats co-workers, clients and visitors respectfully, courteously and professionally, addressing conflict and disagreement in a positive and respectful manner.
• Performs other clerical and administrative tasks in support of the site operations and staff as assigned.
• Monitors recurring workflow questions, training needs, and customer service trends and communicates observations or recommendations to the Patient Revenue Supervisor.
• Performs related administrative duties, including documentation of care coordination activities and any other record-keeping and administrative tasks required for reporting purposes.
• Performs other related duties as assigned by Patient Access Supervisor.

Why UCFS?

Our team is passionate about the services we provide and is committed to making a…