Patient Accounts Lead Rep-Patient Accounts Duffey Requisition ID 2024-52777 Overview The Lead Service Representative is responsible for the day to day workflow of the Customer Service Representatives, AR Specialists, Billing or Follow-Up Representatives. The Lead is responsible for assigning the workload to the staff in order to avoid bottlenecks. The Lead trains, educates and performs quality measures on all staff members. The Lead Service Representative acts as support to line staff in answering questions of immediacy such as contract terms, billing/reimbursement expectations, cash posting, and customer concerns. Schedule: Full-time, Monday-Friday (1st shift) Location: 3700 Corporate Drive, Central Scheduling Columbus, Ohio 43231 United States Why Nationwide Children's Hospital? The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it. Welcome to Nationwide Children's Hospital, Where Passion Meets Purpose. Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission. We're 14,000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we'll never meet. Kids who live healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere. Ask anyone with a Nationwide Children's badge what they do for a living. They'll tell you it's More Than a Job. It's a calling. It's a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere. Nationwide Children's Hospital. A Place to Be Proud. Responsibilities 1. Monitors hour by hour the workload to ensure timely and accurate completion of all tasks. 2. Assigns workload to staff. 3. Teaches individual staff such as new employees and current employees identified as needing retraining in order to meet departmental quality standards. 4. Monitors employees' quality and provides monthly statistical reports to the Supervisor and Manager. 5. Compiles productivity totals and reports to the Supervisor. 6. Performs the tasks and duties of a Service Representative when necessary and has a working knowledge of all tasks associated with the department. 7. Acts as a resource in answering staff's questions and in handling difficult situations. 8. Ensures appropriate tools are available to staff to complete their jobs. 9. Assists Supervisor in identifying areas for improvement opportunity. 10. Works with peers in determining the best approach for workflow and special projects. 11. Participates as a cooperative and helpful team member. Acts as a role model to subordinate staff, shows enthusiasm and support and is a positive influence on employee morale. 12. Displays role model qualities in teamwork and cooperation. 13. Attends conferences and inservices to stay up to date in knowledge of payer requirements and regulations for billing and reimbursement and incorporate data learned into the work being processed. 14. Serves on and contributes to various task forces within the department and/or hospital. 15. Performs all other related duties as assigned by supervisor. Qualifications KNOWLEDGE , SKILLS AND ABILITIES REQUIRED 1. High school diploma or GED,