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Lead Customer Service Specialist

Job Description 

Human Resources maintains and assists in the preparation of job descriptions for each classified job title.Lead Customer Service Specialistis an highly motivated professionalresponsible leading a busy customer service staff. A positive attitude, ability to multi-task and a desire to care for the under-served is a must. 



To work autonomously and in collaboration with the Site Supervisor, RNs, providers, and management staff to ensure patients are properly roomed. The Lead Customer Service Specialistshould be professional and can manage multitasking. Determining the priority of patients. 



 All employees must protect our organization’s legality. They should comply with all HIPAA, OHSA and OIG standards.  

  • Training Customer Service Specialist  

  • Conducting evaluations  

  • Enforce all workplace policies and procedures 

  • Ensure all patient demographic information is collected by Front Office 

  • Ensure the digital check-in system is utilized by staff and patients 

  • Ensure patient portal adoption and usage by staff and patients 

  • Ensure patient collections and end-of-day reports are tallied accordingly 

  • Ensure compliance with Sliding Fee Discount Program (SFDP) 

  • Communicate with Front Office staff to ensure business operations and patient communications are handled appropriately 

  • Scheduling patients. 

  • Checking patients in and out. 

  • Answering multi-line phones.  

  • Collecting patient co-pays and balances and running insurance eligibility through an Electronic Health Record (EHR). 

  • All other duties assigned.  



Received: The Lead Customer Service Specialist will report directly to the Site Supervisor; but will work collaboratively with the Customer Service Specialist and upper managerial staff with requests for support. 

Given: The Customer Service Specialist will not directly supervise any other positions. 




  • High school diploma or GED required. 

  • Previously customer service experience 

  • Bi-lingual Spanish a plus. 



  • A minimum of 1-3 years’ experience in a medical office setting required. 

  • Administrative writing skills 

  • Professionalism, confidentiality, and organization 

  • Typing 

  • Verbal Communication 

  • Microsoft Office skills 

Preferred: EMR experience preferred. Bi-lingual in Spanish is a benefit to the patient population.  


Most positions at HAPPI Health require use of personal computer, keyboard, and other standard office equipment, including but not limited to multi-line telephone, printer/copier, electronic fax, and cell phone applications related to the EHR system, as well as payment terminals. 




Usual: Typical admirative environment. 

Special: Additionally, it requires some exposure to communicable diseases, bodily fluids, and other conditions common to a clinic environment. 

Special: May participate in community events and be required to lift more than 30 lbs. for setting up and tearing down of events.  


Hearing: Adequate to perform job duties in person and over the telephone/able to use multi-line phone system and respond to verbal questions. 

Vision: Visual acuity adequate to perform job duties, including reading information from written and printed sources, as well as computer screens. 

Other: Requires frequent lifting and carrying items weighing up to 30 lbs. unassisted, including assisting patients when required.  Adequate physical ability to include sufficient manual dexterity to perform requisite health care service, including putting supplies away and accepting deliveries.  Requires frequent sitting, reaching, repetitive hand movements, typing standing for up to 4 hours without a break, walking, squatting, sitting, with some heavy lifting, pushing, and pulling exerted regularly throughout a regular work shift.  



SALARY: $16.00 - $25.00