Location: LifePoint Ottumwa Regional Medical Center  

Shift:  Mon & Tues 11am-11pm, Wed 5pm-11pm, every other weekend 11am-11pm

R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration.

As our Customer Service Representative – Team Lead, you’ll be the shift lead for our Customer Service team that helps our patients check into the hospital. This position will oversee the day-to-day performance metrics for Patient Experience Specialists including assisting in the planning, organizing, directing, coordinating, and controlling any and all activities and resources which directly or indirectly impact the timely and accurate processing of patients.

To thrive in this job, you’ll need to be a confident multi-tasker who is a quick study with technology and can type and answer phones. You don’t need to have any previous experience or knowledge in healthcare. Since this is a hospital/lab environment, you will need to be prepared to see illness and injuries. 

Here’s what you can expect working in Patient Registration (Customer Service):  

• Ensure that the team meets production standards, deadlines and work schedules by paying close attention to the departmental functions: high quality customer service, proper procedures, quality assurance, patient privacy, and confidentiality standards. 

• Efficient and effective utilization of all available departmental resources, whether human, physical or technological. Assists with the selection, training, coaching, evaluation, counseling and development of patient account representative staff in order to meet production and quality standards.

• Responsible for creating and maintaining a positive, upbeat, people oriented departmental culture by maximizing team member moral and engagement.

• Working on computers and answering phones to intake information in a busy environment. You’ll work across multiple screens collecting details that must be input correctly between physician and nurse check-ins. You should feel comfortable working across multiple programs and typing as quickly as patients can talk. You will work around clinicians interrupting the registration process for emergent clinical care.

• Helping people who may be very ill or worried. We’re not human computers intaking information. Patients need you to be there for them and listen carefully to ease their anxiety. You’ll ask follow-up questions and build rapport in real time. 

• Fast-paced workenvironment, often on your feet assisting patients complete their registration. While collecting patient and insurance information may seem straightforward, there is a lot of variation in health plans and coverage, that will require knowledge through training. While the data you collect may be predictable, the people you’ll get it from aren’t. You must work quickly and expect the unexpected. This is not a casual desk job. 

• A team you can rely on. We care about your progress toward career goals. This is the next step of your healthcare career at R1 RCM Inc.

Requirements: 

• High School Diploma or GED 

• Excellent customer service experience 

• At least 6 months in a comparable role