Team Lead, Customer Service

Company: Saint Alphonsus

General Information
Not Specified
Not Specified
Not Specified
Job Description Department:
IN308_69603 Uro - Papfs West Usa Admin
Expected Weekly Hours:
Day Shift

Position Purpose:
Salary: Highly Competitive

This position is responsible for assisting the Manager in managing daily operations within the assigned Shared Services Center's (SSC) Patient Accounting department, Ministry Organization's (MO) Patient Access department or within Central Operations. Provides staff training, coaching and support; issue identification, assessment and resolution; and technical support within the assigned work environment in order to achieve desired outcomes and compliance with Trinity Heath policies/procedures and standards. Provides input in hiring/firing decisions as well as performance appraisals. May perform quality reviews and analysis to support internal controls, monitor employee performance and assist in staff development, retention and selection.

Job Description Details:


Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.

Provides operational guidance and support to assigned staff under the direction of the Manager, disseminates policy/procedure updates, and supports coverage of other departmental divisions, as required.Serves as technical advisor and resource to staff and the Manager.

Assists the Manager in the development of associate work schedules and assignments to ensure cost effective staffing providing optimal work flow needs that meets customer requirements.

Performs job-specific accountabilities of relief staff (80%+ of work time devoted to "online staff support") or other job functions as assigned by the Manager, or as required to meet customer expectations.

In coordination with the Manager may participate in the redesign of patient accounting processes and systems to improve service, data integrity, and staff productivity/quality to achieve departmental goals and process outcomes.

Develops effective decision-making, communications and interpersonal relations to ensure a positive image of the Ministry Organization, and to ensure customer satisfaction, supporting and portraying strong customer service philosophies in all encounters:
  • Provides timely and professional follow-up to customer complaints and issues; and
  • Ensures problem resolution and corrective action for long-term solution, coordinating such effort across intra and inter-departmental channels.

  • Provides function-specific training, including staff orientation and continuing education.

    Maintains work site in full operational order:
  • Orders supplies and other materials in compliance with budgetary constraints;
  • Maintains a neat, orderly work environment that denotes professionalism and efficiency; and
  • Develops job aides to assist the staff in performing work assignments.

  • Assists the Manager in the following activities:
  • Selection of employees based on potential contributions, departmental culture/needs and personnel policies.Recommends allocation of resources based on scope of goals and priorities;
  • Provides input to employee's performance;
  • Mentors and coaches associates to ensure positive outcomes; and
  • Maintains fiscal accountability for assigned area of responsibility by identifying new operational, capital and program needs, monitoring staffing allocation in alignment with customer service goals, and by meeting budget parameters.

  • Analyzes and displays data in meaningful formats; develops and communicates policies/procedures and other business documentation; conducts special studies and prepares management reports, including key performance Indicators as they relate to the division (waiting/service times, staff productivity, accuracy, customer feedback, incident reporting, etc.).

    Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health's Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

    Other duties as needed and assigned by the Manager.


    Must possess a demonstrated knowledge of patient accounting functions with attention to Billing & Following, Customer Service, Patient Access, Denial Management, Quality Assurance & Training, and/or Payment Posting.

    Customer service background is required.Working knowledge of computer operations and electronic interfaces is required.Formal software course training is preferred.

    Must be comfortable operating in a collaborative, shared leadership environment.


    Must be able to independently set and organize own work priorities for self and for the assigned team, and successfully adapt to new priorities as part of a changing environment.Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.

    Maintains current knowledge of patient accounting processes and systems, regulatory and 3rd party payer issues and requirements.

    Ability to communicate and work with patients, physicians, associates, MO, CO and SSC leadership, multiple direct patient care providers and others in order to expedite the patient accounting process.Strong communication skills (verbal and written) in dealing with trainees, associates, and internal/external customers.

    Effective critical thinking, problem solving and decision making skills. Strong quantitative and analytical abilities to process and display data.

    Ability to handle heavy workloads and short deadlines in a positive manner.Adapts quickly to changing conditions, assimilating new processes into job functions and taking ownership.

    Must possess the ability to comply with Trinity Health policies and procedures.

    Trinity Health's Commitment to Diversity and Inclusion

    Trinity Health employs more than 120,000 colleagues at dozens of hospitals and hundreds of health centers in 21 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

    Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.
    Job Requirements