Provider Customer Service Call and Chat Representative
About the position 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 • Quickly and appropriately triage 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 Requirements • 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 • 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 • Ability to work full-time (40 hours/week), Monday - Friday, during our normal business hours of 10:35am - 7:05pm CST, including the flexibility to work occasional overtime, weekends, and/or some holidays, based on the business need Nice-to-haves • Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools • Health care experience and knowledge of healthcare terminology • Currently reside within FL, TX, OH, NC, TN, AZ, NM, IN, CO, or VA Benefits • Comprehensive benefits package • Incentive and recognition programs • Equity stock purchase • 401k contribution Apply tot his job