CSR Team Leader

University Of Florida Health Jacksonville , FL 32277

Posted 2 months ago

Scope of the Job

Under the direction of the appropriate manager (Director, Practice Administrator, Operations Manager, Call Center Manager or Office Manager), supervises and coordinates the day-to-day clinic activities and personnel issues for the front office staff. Acts as a liaison with staff, departments/practices and patients.

Essential Functions

  • With guidance from immediate manager, assists with personnel and payroll functions for assigned personnel including, but not limited to participating in the hiring process, training process and continuous coaching and feedback for the staff in relation to their performance.

  • Implements office procedures and coordinates appropriate front office support in conjunction with the planned activities of the ambulatory setting including, but not limited to: schedule maintenance, registration of patients, medical record maintenance/review, referral system, managed care programs, fee collection and appointment/discharge process.

  • Ensures appropriate budgetary standards are implemented and maintained for labor and supply monitoring for front office/call center.

  • Ensures compliance of regulatory and organizational policies and procedures, and recommends changes in the department policies and procedures as identified.

  • Implements and monitors managed care referral process to ensure accurate and consistent appointment process, results maintenance and authorizations for specialty appointments.

  • Provides a standard of excellence as it relates to customer service for patients, staff members, and other customers.

  • Participates in performance improvement projects.

  • Participates as an active care team member in the coordination of patient care.

  • Performs all CSR functions.

Job Requirements


Must be able to perform under stress when confronted with emergency, critical, or unusual situations. Must be capable of dealing with periodic cyclical workload pressures and levels of responsibility. Required to make independent judgments without supervision. Must be able to make generalizations, evaluations, or decisions based on sensory or judgmental criteria. Must have the adaptability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure. Requires the ability to work with people beyond giving and receiving instructions.


1.Working knowledge of HMO's, Medicare, Medicaid, PPO and Third Party Payors;

2.Demonstrates ability to be fair-minded and objective;

3.Ability to prioritize and handle several functions/tasks at one time;

4.Demonstrates client service knowledge


2 years working as a Customer Service Representative in an Ambulatory Care setting Required

2 years working knowledge of Insurance Plans, Medicare, Medicaid, HMOs and other 3rd party payors Required

2 years working experience with electronic medical record Required

Education Certifications

High school diploma or GED equivalent required. Completion of a standard medical terminology course would be helpful, but not required. Successfully complete Customer Service Certification requirements according to UFJHI course schedule. Maintain Customer Service Certification by annual assessment.

of Hires Needed


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CSR Team Leader

University Of Florida Health