Customer Service Call and Chat Representative

About the Role

The Provider Advocate is a remote position focused on supporting healthcare providers by resolving issues efficiently through calls, chats, and emails. The role involves navigating multiple systems, collaborating with internal teams, and promoting digital self-service tools to enhance provider satisfaction. Success is measured by first call resolution, provider satisfaction scores, and timely issue resolution.

Responsibilities

• Serve as the primary contact for providers and demonstrate ownership to resolve concerns
• Triage and address inquiries related to benefits, billing, authorizations, and clinical issues
• Research complex claim and authorization issues to prevent escalations
• Collaborate with internal teams to ensure timely resolution and clear communication
• Utilize over 30 systems to extract necessary information
• Encourage providers to use digital tools for faster support

Requirements

• High School diploma or equivalent
• 1+ years of customer service experience
• Proficiency in computer applications, multitasking, and effective communication
• Typing speed of 35-40 WPM with 90% accuracy
• Strong problem-solving, organizational, and interpersonal skills
• Ability to work full-time within flexible hours, including occasional overtime or weekends
• Reside within Indiana
• Maintain a dedicated private work area
• Reliable high-speed internet

Preferred Skills

• Experience in healthcare or call center environments
• Knowledge of healthcare terminology

Benefits

The role offers comprehensive benefits and competitive pay.