Client Service Representative – Operations

This is a fully remote position, open to applicants in South Africa, +1 more country.

📋 Description

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

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

• Foster and maintain customer satisfaction with our products and services.

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

• Uphold high standards of documentation quality during data collection and entry.

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

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

• Engage in and understand the responsibilities related to ongoing Quality Initiative Projects.

• Maintain performance metrics for KPIs, including Average Talk Time, Quality, and schedule adherence.

• Participate in the HealthHelp Quality Management Program as necessary.

• Comply with HIPAA, state, and federal regulations.

• Follow URAC and NCQA standards.

• Execute other assigned projects and responsibilities.

⛳️ Requirements

• High School Diploma or GED is required.

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

• Ability to connect to the internet directly with computer equipment provided is required.

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

• Must adhere to a strict schedule and be adaptable to schedule changes, as they may occur.

• A HIPAA-compliant workspace is required (verified during onboarding).

• Proficiency in reading clinical terminology is essential.

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

• Proficient in MS Outlook and Windows.

• Capable of operating on dual monitors and navigating multiple software applications simultaneously.

• Strong time management abilities are necessary.

• Exceptional skills in delivering client and customer satisfaction.

• Must have excellent verbal and written communication skills.

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

• Must be able to respond swiftly to instructions in a fast-paced work environment.

• Ability to speak without voice restrictions for 8 hours a day is mandatory.

• Ability to sit for extended periods without breaks is required.

🏝️ Benefits

• Medical, dental, and vision insurance.

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

• 401(k) with company matching or other retirement plans.

• Life and AD&D Insurance.

• Employee Assistance Program.

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