Houston, United States
over 1 year ago
Receives documents, investigates, and coordinates resolutions to Customer grievances for timely delivery to the Customer either orally, or in writing. Initiates case files for each grievance and ensures compliance with organization and the Centers for Medicare and Medicaid Services regulatory requirements.
The Customer Service Lead Representative is responsible for intake, processing of oral and possibly written grievances, conducting root cause analysis as needed, creating an action plan, coordinating and communicating resolutions, as well as documenting systems in detail with case notes related to Customer grievances.