Full-Time Client Service Representative - Operations

Conducts administrative and clinical call intake for clinical review.

Provides quality customer service to providers, administrative staff, and other customers. Builds and maintains customer satisfaction.

Collects and enters confidential information, ensuring high confidentiality standards. Maintains high-quality documentation.

Provides ongoing telephonic support to providers and office staff related to Clinical Review process.

Offers administrative support to the Clinical Review Department.

Participates in Quality Initiative Projects and understands scope of responsibility.

Meets performance standards for KPIs like Average Talk Time (ATT), Quality, and schedule adherence.

Participates in the HealthHelp Quality Management Program, as needed. Adheres to HIPAA, state, and federal regulations pertaining to clinical programs.

Adheres to URAC & NCQA standards and HealthHelp's compliance initiatives.

Carries out other assigned projects and responsibilities.

Required Qualifications:

• High School Diploma/GED
• One year of customer service experience
• Ability to hard-line internet into computer equipment
• Internet upload speed of 5 Mbps and download of 25 Mbps (verified at onboarding)
• Ability to adhere to and adapt to schedule changes
• HIPAA compliant room (verified at onboarding)

Preferred Qualifications:

• Prior experience in a fast-paced inbound call center environment
• Prior healthcare industry experience (prior authorizations, patient care, CPT codes, etc.)
• Ability to read clinical terminology proficiently

Technical Skills:

• MS Outlook and Windows proficiency
• Ability to work on dual monitors and navigate multiple software applications simultaneously

Other Skills:

• Strong time management skills
• Excellent verbal and written communication skills
• Strong ability to deliver client and customer satisfaction

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