Customer Service Intake Representative - Remote

RESPONSIBILITIES

• Attend 100% of 8 week training, which will include live-call participation training.
• Remain client-focused at all times, with the ability to independently resolve customer inquiries and complaints with one-call resolution.
• Accept a daily average of 100-125 inbound calls from Health Plan clients, providers, and imaging centers seeking pre-authorization
• Accept multiple back-to back calls utilizing various applications on multiple screens, and properly enter all patient, provider, and imaging center data
• Follow the complete formal script pathway with each caller, identifying and transferring any calls that cannot be resolved via the formal script to the appropriate person or department
• Meet or exceed all performance metrics through accurate call handling and high-quality calls.
• Properly handle and verify patient records under HIPPA and PHI, and secure confidentiality for each call

QUALIFICATIONS

• Flexible, open-minded, and able to adapt positively to business changes or needs.
• Intermediate proficiency in Microsoft Outlook; strong written, organizational, and verbal communication skills
• Excellent customer focus orientation with ability to diffuse difficult callers constructively.
• Prior customer service background strongly preferred.
• Takes accountability and ownership to efficiently solve problems.
• Engaged, coachable, upbeat attitude, with a willingness to be a positive role model for your peers.
• High School diploma or equivalent required
• Team player who exchanges personal knowledge, offers, and accepts support.
• Self-confident and empowered to use good judgement to do what is right and keep all promises.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an hourly rate of 17 - 18 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays.