Client Service Representative - Operations

About the role

This role involves conducting administrative and clinical intake for calls, providing quality customer service, maintaining confidentiality, and supporting the Clinical Review process.

Responsibilities

• Conducts administrative and clinical intake for calls
• Provides quality customer service through interactions with providers, administrative staff, and others
• Builds and maintains customer satisfaction with products and services
• Captures and enters confidential information ensuring the highest level of confidentiality
• Maintains high-quality documentation standards when collecting and performing data entry functions
• Provides ongoing telephonic support to providers and office staff related to HealthHelp’s Clinical Review process
• Supports the Clinical Review Department as needed
• Participates and understands the scope of responsibility pertaining to ongoing Quality Initiatives
• Maintains acceptable levels of performance for all Key Performance Indicators, such as Average Talk Time (ATT), Quality, and adherence to schedule
• Participates in the HealthHelp Quality Management Program as required
• Adheres to all HIPAA, state, and federal regulations pertaining to the clinical programs
• Adheres to URAC & NCQA standards in keeping with HealthHelp’s compliance initiatives
• Carries out other projects and responsibilities as assigned

Qualifications

• High School Diploma/GED, required
• Minimum one (1) year of Healthcare customer service (call center) experience required
• Ability to hard line internet into computer equipment provided, required
• Internet upload speed of 5 mbps and download of 25 mbps, required (verified at onboarding)
• Ability to adhere to strict schedule with ability to adapt to schedule changes, as schedules are subject to change, required
• Prior experience in a fast-paced in-bound call center environment, preferred
• HIPAA compliant room, required (verified at onboarding)
• Prior experience in the healthcare industry (i.e., prior authorizations, patient care, CPT codes, etc.), preferred
• Ability to read clinical terminology with high levels of proficiency
• Ability to work efficiently in a fast-paced, high call volume, performance-driven environment
• Ability to work on dual monitors and navigate multiple software applications simultaneously
• Strong time management skills
• Highly skilled at delivering client and customer satisfaction
• Must possess strong verbal and written communication skills

Physical Requirements

• Ability to wear a headset for 8 hours a day, required
• Ability to respond quickly to instructions in a fast-paced work environment, required
• Ability to talk without voice restrictions for 8 hours a day, required
• Ability to sit for extended periods of time without a break, required

Additional Information

Compensation: The base salary for this position is $33,280 annually. This represents the base pay range that we reasonably expect to offer for this position. Final compensation will be determined based on a variety of factors, including but not limited to the candidate’s experience, education, skillset, and location.

Benefits: Our benefits package includes (but is not limited to): Medical, dental, and vision insurance; Paid time off (PTO), holidays, and sick leave; 401(k) with company match or other retirement plan; Life and AD&D Insurance; Employee Assistance Program; Equal Opportunity Employer Statement.

Note: For complete compensation information, please refer to the job posting on our official careers page.