Job Overview
This role is equally challenging and rewarding. You'll interact with providers with the intent to develop a relationship with them. Within a high-volume setting, you'll need to develop knowledge of our various products and multiple levels of benefits within each product in order to best assist our providers/customers.
Responsibilities
- Answer incoming phone calls from health care providers (i.e. physician offices, clinics) and identify the type of assistance the provider needs (EG. benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits)
- Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue, and provide an appropriate response to a caller.
- Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff
- Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment).
Qualifications
- High school diploma, GED, or equivalent work experience.
- Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
- Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner.
- Skilled in problem solving to quickly assess current state and formulate recommendations.