Provider Customer Service Call and Chat Representative

Primary Responsibilities

• Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Service Providers in a multi-channel environment including call, dual chats, and email as required
• Contacts from healthcare professionals (i.e. physician offices, clinics, billing offices)
• Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g. benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health)
• Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
• Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I), provider types, and call types
• Influence providers to utilize self-service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution

Required Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR older
• 1+ years of customer service experience analyzing and solving customer's concerns
• Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Typing Speed is greater than or equal to 35-40 WPM with accuracy of 90%
• This position involves handling provider calls or concurrent chats, with an expected volume of 50 - 70 calls/chats daily. It requires full attention to work duties.
• Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods
• Able to work full-time (40 hours/week) Monday - Friday 11:30am - 8:00pm EST. It may be necessary, given the business need, to work some holidays, weekends, and/or overtime as business needs require

Preferred Qualifications

• Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as primary job tools
• Health care experience and knowledge of healthcare terminology

Pay and Benefits

The salary for this role will range from $20 - $36 hourly based on full-time employment. We comply with all minimum wage laws as applicable. Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected.