Full-Time Client Service Representative - Operations

• Conducts administrative intake and scripted clinical intake of calls for clinical review
• 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

• High School Diploma/GED, required
• One (1) year of customer service experience, required
• Ability to hard line internet into computer equipment provided, required
• Internet upload speed of 5 mbps and download of 25 mbps, required (verified at onboarding)
• Ability to adhere to strict schedule with ability to adapt to schedule changes, as schedules are subject to change, required
• Prior experience in a fast-paced in-bound call center environment, preferred
• HIPAA compliant room, required (verified at onboarding)
• Prior experience in the healthcare industry (i.e., prior authorizations, patient care, CPT codes, etc.), preferred
• Ability to read clinical terminology with high levels of proficiency
• Ability to work efficiently in a fast-paced, high call volume, performance driven Contact Center
• MS Outlook and Windows proficiency
• Ability to work on dual monitors and navigate multiple software applications simultaneously
• Strong time management skills
• Highly skilled at delivering client and customer satisfaction
• Must possess strong verbal and written communication skills

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

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