Client Service Representative – Operations

This is a fully remote position, open to applicants in Romania.

📋 Description

• Perform administrative intake and scripted clinical intake of calls for clinical review.

• Deliver exceptional customer service through interactions with providers, administrative personnel, and others.

• Foster and sustain customer satisfaction with products and services.

• Gather and input confidential information while upholding the highest confidentiality standards.

• Maintain high-quality documentation standards during data entry activities.

• Offer continuous telephonic support to providers and office staff concerning HealthHelp’s Clinical Review process.

• Provide administrative assistance to the Clinical Review Department as required.

• Engage in ongoing Quality Initiative Projects.

• Uphold performance standards for KPIs, including Average Talk Time, Quality, and schedule adherence.

• Participate in the HealthHelp Quality Management Program.

• Comply with HIPAA, state, and federal regulations.

• Adhere to URAC and NCQA standards.

• Execute other assigned projects and responsibilities.

⛳️ Requirements

• High School Diploma/GED is required.

• A minimum of one (1) year of experience in Healthcare customer service (call center) is required.

• Ability to connect a hard line internet into the provided computer equipment is required.

• Internet upload speed of 5 mbps and download speed of 25 mbps is required (verified at onboarding).

• Capability to adhere to a strict schedule and adapt to schedule changes is required.

• A HIPAA compliant room is required (verified at onboarding).

• Previous experience in a fast-paced inbound call center environment is preferred.

• Prior experience in the healthcare sector, such as prior authorizations, patient care, or CPT codes, is preferred.

• Proficiency in reading clinical terminology is essential.

• Ability to work effectively in a fast-paced, high call volume, performance-driven Contact Center is necessary.

• Proficiency in MS Outlook and Windows is required.

• Ability to work with dual monitors and navigate multiple software applications concurrently is essential.

• Strong time management abilities are mandatory.

• High proficiency in delivering client and customer satisfaction is required.

• Excellent verbal and written communication skills are necessary.

• Capability to wear a headset for 8 hours a day is required.

• Ability to respond swiftly to instructions in a fast-paced work environment is required.

• Capacity to talk without voice restrictions for 8 hours a day is required.

• Ability to sit for extended periods without a break is required.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Paid time off (PTO), holidays, and sick leave.

• 401(k) with company match or other retirement plan.

• Life and AD&D Insurance.

• Employee Assistance Program.

• Performance-based bonuses, incentive pay, or commissions may be available.