Customer Reimbursement Hotline Manager

Overview: The Reimbursement Support Hotline Manager will oversee and manage a team responsible for providing expert assistance and guidance to customers regarding reimbursement processes and procedures.

This role involves ensuring excellent customer service, maintaining compliance with relevant regulations, and continuously improving hotline operations.

The ideal candidate will have strong leadership skills, a deep knowledge of reimbursement processes, and experience in managing customer support teams.

This role is crucial in ensuring that providers receive accurate and timely assistance with their reimbursement claims, contributing to customer satisfaction and operational efficiencies.
 

Responsibilities: 


* Lead, coach, and develop a team of reimbursement support specialists


* Conduct regular team meetings, performance reviews, and training sessions


* Foster a positive and collaborative team environment


* Step in and support overflow or provide team assistance as needed


* Ensure the team provides accurate and timely responses to customer inquiries regarding insurance verifications, reimbursement policies, claims, and procedures


* Handle escalated customer issues and resolve them efficiently


* Monitor and analyze customer feedback to identify areas for improvement


* Collaborate closely with directors and field managers to ensure customer feedback is incorporated into the program


* Develop and implement standard operating procedures for the hotline


* Monitor call center metrics (e.g., call volume, response times, resolution rates) to ensure high performance


* Collaborate with other departments to streamline processes and improve customer experience


* Create and maintain updated authorization tools


* Maintain a repository of payer-specific coverage information


* Ensure the team adheres to all relevant regulations, policies, and procedures


* Conduct regular audits to maintain high standards of service quality and compliance


* Stay updated on changes in reimbursement policies and ensure the team is informed and trained accordingly


* Prepare and present regular reports on hotline performance and customer satisfaction


* Analyze data to identify trends, areas for improvement, and opportunities for training

Skills/Qualifications: 


* Bachelor’s degree in Business, Healthcare Administration, a related field, or an equivalent experience required


* Minimum of 6 years of experience in customer support or call center management within the healthcare or insurance industry


* Ability to communicate clearly and effectively with customers


* Strong problem-solving skills to address customer issues and provide solutions


* Excellent leadership and team management skills


* Strong problem-solving abilities and attention to detail


* Exceptional communication and interpersonal skills


* Patience and empathy to handle sensitive situati...