Customer Service Specialist - Team Lead M- F varied shifts

Effective Date 04/13/2026
Job Name Customer Service Specialist Team Lead

Job Description: Position Summary:

Responsibilities include but are not limited to scheduling, registration,

insurance validation, order entry, administrative support.

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Customer Service Specialists act as the first line resource for patients and guests.

Essential Functions: Qualified individuals must have the ability (with or

without reasonable accommodation) to perform the flowing duties.

Registration:

· Performs complete and accurate patient registration included but not limited to walk in, check-in, and/or scheduled.

· Ability to resolve work queue issues and missing registration items via electronic medical record.

· Supports inbound and outbound calls to or from patients, guests, or appropriate parties as needed to provide services.

· Demonstrates ability to successfully adapt and perform during times of increased volumes.

Patient Liability and Point of Service Collections

· Understands and supports Point of Service Collections. Performs all necessary functions needed to collect patient obligations.

· Refers patient to appropriate person for questions regarding, collections, insurance coverages, and financial assistance.

E-Health Record Verification

· Verifies patient, guarantor, coverage, and hospital account information upon arrival for walk-in patient or scheduled appointments.

· Performs complete and accurate patient registration included but not limited to walk in, check-in, and/or scheduled.

· Performs required referral/authorization processes and enters orders for applicable tests.

Compliance / Regulatory

· Completes documentation for compliance and regulatory needs and/or release of

order

· Retains knowledge and abides by all regulatory requirements pertaining to duties of position and overall operation of the Practice

SECONDARY FUNCTIONS: The following duties are considered secondary to the primary duties

Listed above:

· Point person and resource for the other schedulers

· Oversee the daily operations of the scheduling team

JOB REQUIREMENTS

Minimum Required Qualifications

· HS diploma or equivalent (GED)

· Five (5) year experience with basic keyboarding, personal computer use, and other office setting equipment.

· Five (5) years’ experience scheduling using the Epic Health Record system in an outpatient medical office.

Preferred Qualifications:

· Five (5) years of clerical, customer service, or administrative support experience in a highly customer-oriented organization.

· Team Lead experience for scheduling using the Epic Health Record system.

Cognitive Requirements

Attention/ Concentration: The following level of ability is essential for the jobholder to

focus on certain aspects of current experience and reject others

· The position requires the ability to attend to a specific stimulus without being distracted by extraneous environmental stimuli. The individual must be able to attend to environmental detail with the ability to separate essential from non-essential or irrelevant stimuli. The attention skills required are generally considered to be automatic - - passive, but focused with an intact capacity for select perception

New Learning and Memory – The following level of ability is essential for the jobholder

Learn and retain material:

· A large portion of this position required reliance on verbal memory and new learning. Efficiency in processing of verbal information, either in written or spoken form, is a major requirement and prerequisite of the job. The individual must be able to attend to and process multiple bits of information simultaneously. The individual must be able to organize and categorize this information effectively so that later recall is feasible.

Problem Solving, Reasoning and Creative Thinking: The following level of ability that is

essential for the jobholder to think (to solve a problem) by combining two

or more elements from experience or imaginative thought

· The requirement for autonomous problem solving or creativity of thought in the position is minimal. Problems encountered tend to involve a few concrete variables in or from standardized situations. Typically involves adhering to a chart or set procedure.

APTITUDES: The following are essential requirements of the position in relation to job-

worker situations. These items describe how a worker must adapt, adjust, conform or

act:

Repetitive work: Ability to continuously perform the same type of work for extended periods of time, according to set procedures, sequence, or pace.

Performing under stressful conditions: Ability to perform under stress when confronted with emergency, critical, unusual, or dangerous situations, or in situations in which working speed and sustained attention are critical aspects of the job. Is subject to danger or risk, or to tension as a regular, consistent part of the job.

Variety and change: Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure involving significant differences in technologies, techniques, procedures, environmental factors, physical demands, or work situations.

Communication: Ability to exchange information with others clearly and concisely; to present ideas, facts, and technical information.

Interpersonal relations: Ability to maintain relationships that facilitate task accomplishment; to cooperate and resolve conflicts; to recognize needs and be sensitive of others.

EQUIPMENT USAGE REQUIREMENTS:

Equipment/Tools: Computer, printer, copier, phone, fax, office supplies

Software: Microsoft Office Products.

PHYSICAL REQUIREMENT:

Rarely 0-10%; Occasionally 11-35%; Frequently 36-70%; Continuously 71-100% Body Position/Movement:

· Sit: Continuously

· Stand: Rarely

· Walk: Frequently

· Bend: Occasionally

· Push: Occasionally

· Pull: Occasionally

· Kneel/Squat: Occasionally

· Reach: Frequently

· Twist: Frequently

· Balance: Occasionally

· Climb: Rarely

Lifting: Degree of physical exertion is: Light exerting up 10 pounds of force occasionally, and/or up to 10 pounds of force occasionally to move objects.

Sensory Abilities specifically required:

· Vision

· Hearing

· Touch/Feeling

PHYSICAL ENVIRONMENT

WORKING CONDITIONS: Position involves exposure to the following harmful elements:

· Airborne Pathogens

Disclaimer: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to reflect those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards. The percentages of time spent performing job duties are estimates and should not be considered absolute. The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole.

Job Type: Full-time

Pay: $25.00 - $28.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Experience:

• Epic : 5 years (Preferred)

Work Location: In person