Healthcare Customer Service Lead

University of Colorado Medicine (CU Medicine) is the region’s largest and most comprehensive multi-specialty physician group practice. The CU Medicine team delivers business operations, revenue cycle and administrative services to support the patients of over 4,000 University of Colorado School of Medicine physicians and advanced practice providers. These providers bring their unparalleled expertise at the forefront of medicine to deliver trusted, compassionate health care services at primary and specialty care clinics as well as facilities operated by affiliate hospitals of the University of Colorado.

We are seeking a highly motivated Healthcare Customer Service Lead to join our Patient Services team.

This job can be performed 100% remotely and out of state candidates will be considered.

The purpose of this Healthcare Customer Service Lead is to enhance the patient experience at the University of Colorado Medicine by serving as a leader and key resource within the Patient Services Department. This role is responsible for coordinating staffing levels to effectively manage call volume, de-escalating patient concerns, and delivering training to support staff development. The ideal candidate will demonstrate strong leadership, professionalism, and accountability, while consistently maintaining a positive and approachable demeanor. A commitment to teamwork, problem-solving, and a willingness to support others is essential. Exceptional communication skills are also critical, ensuring proactive, clear, and respectful interactions with patients, colleagues, and stakeholders.

Essential Duties

• Handle escalated communications from patients, hospitals, and insurance companies.
• Assist in leading and managing the Patient Services Department (PSD) team, promoting accountability and high performance via chat and email.
• Monitor and evaluate team performance by providing coaching and development opportunities as needed.
• Communicate Patient Services goals and deadlines clearly to team members.
• Prepare and present performance reports to upper management.
• Ensure client satisfaction and meet service level agreements (SLAs).
• Assist in conducting team meetings to foster open communication.
• Manage the flow of inbound and outbound calls effectively.
• Address and resolve customer complaints, and issues, promptly and empathetically.
• Identify and implement strategies to enhance quality and productivity.
• Train and onboard new team members to ensure understanding of processes and standards.
• Perform other duties and assist with special projects as assigned.
  
  

Requirements

• High school diploma or equivalent required
• 3-5 years+ of experience in healthcare within a direct patient contact position – preferably within a billing, insurance, or customer service setting.
• Bilingual in English/Spanish highly preferred but not required (possessing this skillset will include a pay differential).
• Proven leadership ability.
• Demonstrate a working knowledge of ICD10 and CPT coding, medical terminology, and AR management.
• Strong technology skills.
• Ability to maintain effective working relationships with internal and external stakeholders.
  
  

All applications MUST be submitted via our website. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

CU Medicine is dedicated to ensuring a safe and secure environment for our staff and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees prior to their employment. We are an equal opportunity employer.

The listed pay range (or hiring rate) represents CU Medicine’s good faith and reasonable estimate of the range of possible compensation at the time of posting and is based on evaluation of competitive market data.

A variety of factors, including but not limited to, internal equity, experience, and education will be considered when determining the final offer.

CU Medicine provides generous leave, health plans and retirement contributions which take your total compensation beyond the number on your paycheck. Find information about our benefits here.

CU Medicine will post all jobs for a minimum of 7 days or until 250+ applicants have been received (whichever comes first).

CU Medicine supports a Tobacco Free Workplace Environment which prohibits smoking and the use of tobacco products on CU Medicine property, Anschutz Medical Campus and adjacent business locations.