Client Service Representative – Operations

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

📋 Description

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

• Deliver exceptional customer service to providers, administrative personnel, and other clients.

• Foster and sustain customer satisfaction with products and services.

• Gather and input confidential information while ensuring its confidentiality.

• Uphold high standards of documentation quality during data entry.

• 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 Quality Initiative Projects and the HealthHelp Quality Management Program.

• Achieve performance targets for KPIs such as Average Talk Time, Quality, and schedule adherence.

• Comply with HIPAA, state and federal regulations, and URAC and NCQA standards.

• Execute other assigned projects and responsibilities.

⛳️ Requirements

• High School Diploma or GED is mandatory.

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

• Must be able to hard line internet into provided computer equipment.

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

• Must adhere to a strict schedule and be adaptable to schedule changes.

• A HIPAA compliant workspace is required (to be verified at onboarding).

• Proficient understanding of clinical terminology is essential.

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

• Proficient in MS Outlook and Windows.

• Capacity to operate dual monitors and navigate multiple software applications at the same time.

• Excellent time management skills are necessary.

• Strong verbal and written communication skills are essential.

• Must be able to wear a headset for up to 8 hours a day.

• Ability to respond promptly to instructions in a fast-paced work setting is required.

• Capability to speak without voice restrictions for 8 hours a day is necessary.

• Must be able to sit for extended periods without a break.

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

• Prior experience in the healthcare sector is preferred.

🏝️ Benefits

• Medical, dental, and vision insurance.

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

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

• Life and AD&D Insurance.

• Employee Assistance Program.

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