Primary Responsibilities:
- Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits)
- Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide the appropriate response to the caller
- Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff
- Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
This role is equally challenging and rewarding. You'll interact with providers with the intent to develop a relationship with them. Within a high volume setting, you'll need to develop knowledge of our various products and multiple levels of benefits within each product in order to best assist our providers/customers.
Required Qualifications:
- High school diploma, equivalent work experience
- Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
- Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
- Skilled in problem-solving to quickly assess the current state and formulate recommendations
Preferred Qualifications:
- 1+ year of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.) using phones and computers as the primary job tools
- Prior health care experience
- Preferably with Fiber or wired internet connection of 25 mbps in case of working from home. The following options are also available:
- Corporate internet subsidy for those within available and valid serviceable locations, subject to Company policy
- Onsite work for those who are amenable to driving or commute to our office locations
Helping create positive customer experiences for providers and our members can drive your sense of impact and purpose. Join us as we improve the lives of millions. Learn more about how you can start doing your life's best work.