Job Description
Professional Experience:
· 2+ years of experience within Medical/Healthcare industry experience
· Previous call center experience or similar high volume call environment
· Outstanding written & verbal communication skills
· Excellent customer service & telephone skills
Key Responsibilities:
· Answer incoming phone calls from healthcare providers, clients and members nationwide and identify the type of assistance the customer needs.
· Attempt first call resolution through provider education on both inbound and outbound calls.
· Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
· Attempt first call resolution through provider education, and by researching and exploring answers and alternative solutions; implementing solutions with leadership; escalating unresolved problems to the appropriate department.
· Required to meet specific call center performance metrics of productivity and quality assurance.
· Performs other job-related duties as required.
· Maintain awareness of and ensure adherence to company standards regarding privacy.
· Ensure compliance with HIPAA regulations and requirement
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