Full-Time Client Service Representative - Operations

Conducts administrative intake and scripted clinical intake of calls.

Provides quality customer service through interaction with providers, administrative staff and others.

Builds and maintains customer satisfaction with products and services; provides excellent service to internal and external customers.

Collects and enters confidential information ensuring the highest level of confidentiality in all areas.

Maintains high-quality documentation standards when collecting and performing data entry functions.

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

Provides administrative support to the Clinical Review Department if needed.

Participates and understands scope of responsibility pertaining to ongoing Quality Initiative Projects.

Maintains acceptable levels of performance for all Key Performance Indicators, such as Average Talk Time (ATT), Quality, and adherence to schedule.

Participates in the HealthHelp Quality Management Program as required.

Adheres to all HIPAA, state and federal regulations pertaining to the clinical programs.

Adheres to both URAC & NCQA standards in keeping with HealthHelp’s compliance initiatives.

Carries out other projects and responsibilities as assigned.

Required Qualifications:

• High School Diploma/GED
• One (1) year of customer service experience
• Ability to hard line internet into computer equipment provided
• Internet upload speed of 5 mbps and download of 25 mbps (verified at onboarding)
• Ability to adhere to strict schedule with ability to adapt to schedule changes (schedules are subject to change)
• HIPAA compliant room (verified at onboarding)

Preferred Qualifications:

• Prior experience in a fast-paced in-bound call center environment
• Prior experience in the healthcare industry (i.e., prior authorizations, patient care, CPT codes, etc.)
• Ability to read clinical terminology with high levels of proficiency

Technical Skills:

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

Must possess strong verbal and written communication skills.

Physical Requirements:

• Ability to wear a headset for 8 hours a day
• Ability to respond quickly to instructions in a fast-paced work environment
• Ability to talk without voice restrictions for 8 hours a day
• Ability to sit for extended periods of time without a break

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