Contact Center Provider Services

About the role

This position offers the opportunity to support healthcare providers and members by delivering accurate, compassionate, and efficient assistance. The role focuses on managing provider inquiries, resolving service requests, and ensuring smooth communication across multiple channels.

Responsibilities

• Handle inbound and outbound communications with healthcare providers, members, and stakeholders through phone, email, chat, portals, and secure correspondence systems.
• Provide accurate and empathetic support by answering questions, researching issues, and resolving inquiries according to established procedures.
• Review claims information, verify insurance coverage details, and assist with healthcare-related service requests.
• Escalate complex cases appropriately while maintaining ownership of customer interactions.
• Document all communications, resolutions, and feedback accurately in CRM or case management systems.
• Identify recurring issues and share insights to support continuous improvement initiatives.
• Collaborate with team members and supervisors to coordinate support and ensure efficient issue resolution.
• Maintain performance standards related to quality, customer satisfaction, productivity, schedule adherence, and compliance.
• Follow approved scripts, policies, procedures, and healthcare regulations while delivering a positive customer experience.

Requirements

• A high school diploma or GED.
• 1-2 years of customer service experience, preferably within healthcare or a related industry.
• Strong verbal and written communication skills with the ability to explain information clearly and professionally.
• Excellent active listening skills and the ability to respond with empathy and patience.
• Strong attention to detail and organizational abilities.
• Ability to manage multiple tasks while navigating various systems and platforms.
• Comfortable working in a fast-paced, performance-driven environment.
• Ability to follow established processes while adapting to changing priorities.
• Strong teamwork and collaboration skills.

Benefits

• Annual salary range of $29,100-$41,600, depending on location, experience, skills, and other relevant factors.
• Fully remote work opportunity.
• Flexible work schedules with available shifts from 8:00 AM-4:30 PM EST or 8:30 AM-5:00 PM EST.
• Professional training, mentorship, and career development opportunities.
• Comprehensive healthcare benefits package.
• 401(k) plan with employer match.
• Flexible paid time off policy.
• Educational assistance programs.
• Access to leadership and technical development programs.
• Opportunity to contribute to meaningful healthcare services that support providers and communities.