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Lead Customer Service Representative in Nashville, TN at KEPRO

Date Posted: 1/22/2018

Job Snapshot

Job Description



JOB TITLE:            LeadCustomer Service Representative

REPORTS TO:      Supervisor,Customer Service

DEPARTMENT:  Operations

FLSA STATUS:     Nonexempt

Summary Description

Responsible for assisting Supervisor with the oversight ofthe customer services area and staff. Maintains working knowledge of internal policies, procedures andservices (both departmental and operational). Assists with monitoringproductivity and quality standards of the department to meet contractdeliverables within budgetary parameters. 


  • Monitors and directs daily workload of customerservice areas, ensuring performance standards are met.
  • Monitors service calls to observe employeedemeanor, technical accuracy, and conformity to company policies. 
  • Resolves issues and addresses customercomplaints on incoming calls.
  • Assists with the training of new customerservice staff.
  • Consults with the Supervisor, Customer Serviceon complicated or complex unresolved issues.
  • Receives inquiries from customers or providersby telephone, email, fax, or mail and communicates response within requiredturnaround times. 
  • Interacts with hospitals, physicians,beneficiaries, or other program recipients. 

The list of accountabilities is not intended to beall-inclusive and may be expanded to include other education- andexperience-related duties that management may deem necessary from time to time.


  •  HighSchool diploma or equivalent. 

Skills, KnowledgeAbilities

  • Identifies and resolves problems in a timelymanner; gathers and analyzes information skillfully; works well in groupproblem solving situations; maintains a calm demeanor in difficult situations.
  • Responds promptly to customer needs; solicitscustomer feedback to improve service; responds to requests for service andassistance; meets commitments.
  • Speaks clearly and persuasively in positive ornegative situations; listens and obtains clarification.
  • Contributes to building a positive team spirit.
  • Knowledge of Microsoft software applications(Word, Excel, PowerPoint, Access). 


  • Three years prior demonstrated customer serviceexperience in a healthcare or insurance environment, with transferable skillsthat meet the qualifications for this position.
  • Experience preparing cases for medical review,medical terminology and quality assurance practices.
  • Previous workload management experience andsupervisory experience strongly preferred.

Mental and PhysicalRequirements


The physical demands described here are representative ofthose that must be met by an employee to successfully perform the essentialfunctions of this job.  Reasonableaccommodations will be made as required by law in an attempt to enable anindividual with a disability to perform the essential functions of this job.While performing the duties of this job, the employee is regularly required tosit for prolonged periods of time; key and/or control objects; interactextensively with internal and external customers; occasionally lift and/or moveobjects weighing up to 10 pounds; and occasionally travel within the state.

Equal Opportunity Employer