[Remote] Customer Service Rep

Note: The job is a remote job and is open to candidates in USA. TriWest Healthcare Alliance is dedicated to serving America's veterans by providing them with access to healthcare in the community. The Customer Service Representative role involves delivering exceptional customer service related to Veteran care, managing inquiries about medical authorizations, and ensuring compliance with privacy regulations while meeting performance metrics.ResponsibilitiesManages multiple task lists in accordance with directed timelinesMeets call volume, chat volume, schedule adherence, quality, Veteran appointment, and other production standardsInitiates and receives phone calls, chat messages, and emails from VA medical center staff and providers to answer claims, eligibility, benefit, and program questionsIn select markets, facilitates appointment scheduling of Veterans through outbound solicitation to providersRecords preferences and tracks Veteran questions thoroughly in the TriWest’s Customer Relationship Management systems and Portal, as well as VA’s HSRM systemsConsistently displays professional and courteous service skills to internal and external customersAccurately resolves VA and provider inquiries with a focus on first call resolutionProtects the privacy of health information of patients when using or disclosing Protected Health Information (PHI)Takes appropriate measures to comply with HIPAA regulations to protect privacy of customers' health informationDocuments all communications involving Veteran and provider contactsUses critical thinking in problem solving and follows established processes to assure quality program complianceConsistently meets department productivity and performance metrics to include regular and consistent attendanceParticipates in cross training, employee development, and flexible assignments to ensure business needs are metSkillsHigh School diploma or GEDOne year experience in a customer service role with performance metricsExperience using Microsoft Office products and the InternetHealthcare industry experience to include knowledge of health servicesContact center experience to include call center chat messagingMilitary experience focusing on service deliveryBenefitsMedical, Dental and Vision CoveragePaid time off401(k) Retirement Savings Plan (with matching)Short-term and long-term disability, basic life, and accidental death and dismemberment insuranceTuition reimbursementPaid volunteer timeCompany OverviewTriWest Healthcare Alliance - Serving Those Who Serve. At TriWest, we honor the sacrifice and service of our nations military families by It was founded in 1996, and is headquartered in Phoenix, Arizona, USA, with a workforce of 1001-5000 employees. Its website is http://triwest.com.



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