Provider Benefits, Assist Line Support
Imagine360 is currently seeking a Provider Benefits, Assist Line Support, to join the team! The key focus is to accurately and timely assist the Conduent Staff with questions regarding plan language, benefits, claims and accurately and timely record each interaction in the appropriate database. Deliver real-time coaching and guidance to ensure the callers' needs are met. You will also be responsible for providing support to agents for escalated calls, as well as taking control of the call when needed. Additionally, you'll assist in taking real-time calls from providers regarding Imagine360 Employee and inquiries and at times making out bound calls to providers regarding claims support for our advocacy team.
Location: 100% remote
Responsibilities include but are not limited to:
Assist team members in all facets of handling incoming inquiries including phone calls, etc.
Handle and own escalated provider calls to completion.
Log all interactions inappropriate database
Work closely with team members to provide guidance, real time coaching and support to ensure provider satisfaction.
Assists Conduent Provider Services in resolving complex issues and challenging customer situations
Exhibit a strong working knowledge of all department business operations; demonstrate a prudent perspective to decisions and solutions
Assist in handling Provider Calls regarding Imagine 360 Employee support.
Assist at times the Advocacy Team in calls to providers related to claims inquiries
Review current processes and procedures and make recommendations for improvements and/or efficiencies.
Ensures Conduent Provider Services clearly and accurately respond to phone, email and chat inquires.
Clearly interprets plan documents and explains to customer; explains claim payment information.
Acts supportively and empathetically to customers.
Appropriately escalates difficult issues to appropriate leadership
Actively participate in team/department meetings and training initiatives.
Performs self-quality monitoring in order to develop and execute plans to meet established goals.
Provides ongoing feedback for improvement to Customer Service
Required Experience/Education:
High School Diploma or GED
Preferred experience:
2+ years of required service experience including 1+ year in a leadership role or demonstrable leadership qualities required
Previous experience in medical insurance preferred
Skills and Abilities:
Must have intermediate knowledge and skills using Microsoft Outlook, Word, and Excel as well as other job-specific software, including but not limited to Macess, GBAS, Javelina,miBenefits,Collybus, Docushare, Ventanex, MSRP, Wiki and vendor websites
Ability to apply good business understanding and technical decisions with bottom line focus.
Superior soft skills, written and verbal communicationskillsand emotional intelligence
What can Imagine360 offer you?
Multiple Health plan options
Company paid employee premiums for disability and life insurance
Parental Leave Policy
20 days PTO to start / 10 Paid Holidays
Tuition reimbursement
401k Company contribution
Company paid Short & Long term Disability plus Life Insurance
Professional development initiatives / continuous learning opportunities
Opportunities to participate in and support the company's diversity and inclusion initiatives
Want to see our latest job opportunities? Follow us on LinkedIn
Imagine360 is a health plan solution company that combines 50+ years of self-funding healthcare expertise. Over the years, we've helped thousands of employers save billions on healthcare. Our breakthrough total health plan solution is fixing today's one-size-fits-none PPO insurance problems with powerful, customized, member-focused solutions.
Imagine360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
**RECRUITMENT AGENCIES PLEASE NOTE: Imagine360 will only accept applications from agencies/business partners that have been invited to work on a specific role. Candidate Resumes/CV's submitted without permission or directly to Hiring Managers will be considered unsolicited and no fee will be payable. Thank you for your cooperation**
Location: 100% remote
Responsibilities include but are not limited to:
Assist team members in all facets of handling incoming inquiries including phone calls, etc.
Handle and own escalated provider calls to completion.
Log all interactions inappropriate database
Work closely with team members to provide guidance, real time coaching and support to ensure provider satisfaction.
Assists Conduent Provider Services in resolving complex issues and challenging customer situations
Exhibit a strong working knowledge of all department business operations; demonstrate a prudent perspective to decisions and solutions
Assist in handling Provider Calls regarding Imagine 360 Employee support.
Assist at times the Advocacy Team in calls to providers related to claims inquiries
Review current processes and procedures and make recommendations for improvements and/or efficiencies.
Ensures Conduent Provider Services clearly and accurately respond to phone, email and chat inquires.
Clearly interprets plan documents and explains to customer; explains claim payment information.
Acts supportively and empathetically to customers.
Appropriately escalates difficult issues to appropriate leadership
Actively participate in team/department meetings and training initiatives.
Performs self-quality monitoring in order to develop and execute plans to meet established goals.
Provides ongoing feedback for improvement to Customer Service
Required Experience/Education:
High School Diploma or GED
Preferred experience:
2+ years of required service experience including 1+ year in a leadership role or demonstrable leadership qualities required
Previous experience in medical insurance preferred
Skills and Abilities:
Must have intermediate knowledge and skills using Microsoft Outlook, Word, and Excel as well as other job-specific software, including but not limited to Macess, GBAS, Javelina,miBenefits,Collybus, Docushare, Ventanex, MSRP, Wiki and vendor websites
Ability to apply good business understanding and technical decisions with bottom line focus.
Superior soft skills, written and verbal communicationskillsand emotional intelligence
What can Imagine360 offer you?
Multiple Health plan options
Company paid employee premiums for disability and life insurance
Parental Leave Policy
20 days PTO to start / 10 Paid Holidays
Tuition reimbursement
401k Company contribution
Company paid Short & Long term Disability plus Life Insurance
Professional development initiatives / continuous learning opportunities
Opportunities to participate in and support the company's diversity and inclusion initiatives
Want to see our latest job opportunities? Follow us on LinkedIn
Imagine360 is a health plan solution company that combines 50+ years of self-funding healthcare expertise. Over the years, we've helped thousands of employers save billions on healthcare. Our breakthrough total health plan solution is fixing today's one-size-fits-none PPO insurance problems with powerful, customized, member-focused solutions.
Imagine360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
**RECRUITMENT AGENCIES PLEASE NOTE: Imagine360 will only accept applications from agencies/business partners that have been invited to work on a specific role. Candidate Resumes/CV's submitted without permission or directly to Hiring Managers will be considered unsolicited and no fee will be payable. Thank you for your cooperation**