Provider Customer Service Call and Chat Representative - Remote in Houston, TX
About the position Responsibilities • Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues. • Service providers in a multi-channel environment including call and concurrent chat 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 with 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. • Ability to type at a speed of greater than OR equal to 35 - 40+ WPM (words per minute) with an accuracy of 90%. • Ability to work any full-time (40 hours / week) shift between the hours of 10:30 AM - 7:05 PM CST from Monday - Friday. It may be necessary, given the business need, to work some occasional overtime, weekends, and/or holidays. 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. • Prior health care experience and knowledge of healthcare terminology. Benefits • 10 weeks of paid training. • Flexible telecommuting options for those within a 60-mile radius of Houston, TX. Apply tot his job Apply tot his job