Advocate Health Care · 8 hours ago
Customer Svc Ld IL
Oak Brook, IL
Full-time
Hybrid
Mid Level
3+ years expAdvocate Health Care is seeking a Customer Service Lead to assist in resolving complex issues within a high-volume call center environment. The role involves training team members, managing escalated patient billing complaints, and ensuring excellent customer service while monitoring team performance.
Clinical TrialsDeliveryHealth Care
Responsibilities
Acts as a resource person, assists team with more complex issues/problem resolution, and provides necessary training. Ability to work with the training team to identify focused retraining for our Customer Care Reps
Answers customer inbound billing calls in a high-volume call center environment to service and retain customers. Responds to customer questions with the ability to resolve and process most concerns on the initial call
Accesses, understands and explains necessary information from the electronic patient billing and medical records system including claims inquiry, account history, and account status for both hospital and physician billing. Prepares spreadsheets to assist in helping patients and staff in the call center balance complex patient accounts
Accurately documents and updates the patient account system with all information received and action taken. Updates patient/guarantor demographics as needed
May respond to escalated patient billing complaints from the patients directly or from government agencies and Advocate Aurora Health executives. Provides continued follow-up and continuity of service until the account is resolved
Motivates and inspires team members to achieve goals through effective mentoring and personal and professional growth and development. Meets monthly with team to go over updates, questions and best practices. Provides support or offers advice during problematic calls and assumes responsibility of and resolves escalated calls. May participate as a Customer Care Rep during peak periods of incoming call volume
Acts as subject matter expert to provide pertinent updates to team members along with all day side by side mentoring of our new hires during the training process to train, and mentor until they have met the predefined standards that would allow them to work independently
Monitors team member contacts to maintain efficiency and excellence, both remotely and side-by-side. Regularly monitors agent performance and provides areas of opportunity for team member development
Documents general reports on each team member's performance as well as ensuring that they meet or exceed standards in all aspects of their position and presents to Supervisor. Recommends supervisory intervention when a team member is not responding to mentoring techniques
Performs non-phone related tasks like patient correspondence, internal customer contact center communication tool, and email
Qualification
Required
Acts as a resource person, assists team with more complex issues/problem resolution, and provides necessary training
Ability to work with the training team to identify focused retraining for our Customer Care Reps
Answers customer inbound billing calls in a high-volume call center environment to service and retain customers
Responds to customer questions with the ability to resolve and process most concerns on the initial call
Accesses, understands and explains necessary information from the electronic patient billing and medical records system including claims inquiry, account history, and account status for both hospital and physician billing
Prepares spreadsheets to assist in helping patients and staff in the call center balance complex patient accounts
Accurately documents and updates the patient account system with all information received and action taken
Updates patient/guarantor demographics as needed
May respond to escalated patient billing complaints from the patients directly or from government agencies and Advocate Aurora Health executives
Provides continued follow-up and continuity of service until the account is resolved
Motivates and inspires team members to achieve goals through effective mentoring and personal and professional growth and development
Meets monthly with team to go over updates, questions and best practices
Provides support or offers advice during problematic calls and assumes responsibility of and resolves escalated calls
May participate as a Customer Care Rep during peak periods of incoming call volume
Acts as subject matter expert to provide pertinent updates to team members along with all day side by side mentoring of our new hires during the training process to train, and mentor until they have met the predefined standards that would allow them to work independently
Monitors team member contacts to maintain efficiency and excellence, both remotely and side-by-side
Regularly monitors agent performance and provides areas of opportunity for team member development
Documents general reports on each team member's performance as well as ensuring that they meet or exceed standards in all aspects of their position and presents to Supervisor
Recommends supervisory intervention when a team member is not responding to mentoring techniques
Performs non-phone related tasks like patient correspondence, internal customer contact center communication tool, and email
High School Graduate, or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED)
Typically requires 3 years of experience in medical billing, cash application or insurance follow up, including six months of call center experience
Demonstrated knowledge of health care, insurance terminology, and medical billing
Ability to interpret an explanation of benefits and understand the system adjudication process and determine how a claim was paid
Excellent customer service and follow up skills
Ability to speak English with customers to resolve customer issues, along with research and document the call on a computer
Knowledge of Integrated Voice Response (IVR) phone systems
Knowledge of Web and Web based programs
Proficient computer skills (mail, email, and fax), including patient accounting systems
Strong analytic, organization, communication (written and verbal), time management, multi-tasking and human relations skills
Ability to work independently or as part of a team while performing at a high level of productivity ensuring all aspects of the position are met
Ability to identify and track behaviors to ensure staff are balancing all aspects of the customer contact center KPI's
Ability to handle and help resolve all escalated issues and effectively deal with the difficult customers and challenging situations
Ability to successfully lead a team
Exposed to open call center office environment
Must be able to sit, stand, and walk for prolonged periods of time in order to lead team members
May be required to travel to various sites
Open to working remotely from your home if required
Company
Advocate Health Care
Advocate Health Care is an integrated healthcare delivery system based in Illinois, United States.
10001+ employees
H1B Sponsorship
Advocate Health Care has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (26)
2024 (9)
2023 (6)
2022 (16)
2021 (8)
2020 (7)
Funding
Current Stage
Late StageTotal Funding
$18M2013-10-03Series Unknown· $18M
Leadership Team
Barbara Hancock
Executive Assistant to the President and Chief Operating Officer
David Rich
Clinical Practice Partner
Recent News
2025-10-10
Medical Xpress - latest medical and health news stories
2025-10-09
Chicago Tribune
2025-10-01
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