JOB SUMMARY:

The Self Pay Performance Team Lead completes all activities accurately and timely while embodying our vision and mission to provide “Unparalleled Experiences” and go above and beyond for our customers, team members, partners, and communities by
ensuring their experience is effortless, personal, and connected. In this role, your primary focus will be in revenue cycle self-pay performance functions, with the ultimate goal of promoting the GoHealth mission vision and values. You will work as an integral part of a cross functional team that will support and advocate for the entire organization. Ensuring that our vision of delivering an unparalleled, effortless, personal, and connected experience is achieved.

EDUCATION:

• High School Diploma or GED required

WORK EXPERIENCE:

• 2 years of hospital or medical billing-related experience required
• Two years of call center experience required
• Proficient in the English language. Being bilingual (Spanish) is a plus.

INTERNET REQUIREMENTS FOR REMOTE CALL CENTER EMPLOYEES

To ensure optimal and a seamless customer experience, the following internet connection requirements must be met by all the call center employees working from home.

• Connection Type:
• A hardwired (Ethernet) connection is mandatory to ensure stability and reliability.
• Wireless (Wi-Fi) connections are not permitted for work purposes due to potential signal fluctuations, interference, and latency issues.
• Minimum Internet Speed:
• Download speed: At least 100 Mbps
• Upload speed: At least 10 Mbps
• These speeds are required to handle voice, video calls, and data transmission simultaneously.
• Latency (Ping):
• The network latency must not exceed 100ms to avoid delays in communication.
• Internet Service Provider (ISP):
• The employee must subscribe to a reliable ISP that provide high-speed broadband services (e.g., Fiber Optic, Cable).
• DSL, satellite, or mobile hotspot connections are not recommended due to higher latency and potential service disruption.
• Backup Internet Connection (Optional but Recommended):
• Employees should have a backup internet source (e.g., secondary broadband or mobile data) in case of primary service disruption.
• Testing and Compliance:
• Employees are required to perform a speed test using a reliable tool (such as Speed test by Ookla) before the start of their shifts.
• A record of compliance may be requested periodically to ensure adherence to these guidelines.
• Equipment:
• Employees are responsible for ensuring that they have the appropriate modem, router, and Ethernet cable to meet these standards.
• The router should be placed in a location that minimizes interference and maximizes the signal strength to the modem.

• Strong knowledge of medical revenue cycle processes, CPT, ICD-9, insurance claim adjudication, payment policies, and practices. As well as coordination of benefits. Ability to navigate and create reporting to indicate performance and identify trends.
• Highly self-motivated and critical thinker who can work independently as well as in a cross-functional team. Superior customer service skills. Service oriented, energized, and motivated by providing excellent service.
• Time management skills, ability to multitask, and propensity to handle urgent interruptions with poise and professionalism
• Strong organizational, planning, and decision-making skills and attention to detail that allows for the prioritization of multiple tasks to meet deadlines.
• Clear, concise, and professional verbal and written communication skills.
• Confident communicator and skilled negotiator who can deliver a delightful, empathetic customer experience. Not afraid to fail and relish learning from those failures.
• Comfortable with dealing with ambiguity on a day-to-day basis and excited to be a part of building something from the ground up.