Client Service Representative – Operations

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

📋 Description

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

• Deliver exceptional customer service to providers, administrative staff, and other stakeholders.

• Foster and uphold customer satisfaction with products and services.

• Gather and input confidential information while ensuring strict confidentiality is maintained.

• Uphold high-quality documentation standards throughout data collection and entry.

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

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

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

• Achieve performance targets 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 year of experience in healthcare customer service (call center) is required.

• Capability to hard-wire internet into provided computer equipment is required.

• Internet upload speed of 5 Mbps and download speed of 25 Mbps, to be verified upon onboarding.

• Ability to adhere to a strict schedule and adjust to schedule changes is required.

• HIPAA-compliant room, to be verified during onboarding.

• Proficient reading of clinical terminology.

• Competence in working efficiently in a fast-paced, high-call-volume, performance-driven contact center.

• Proficiency in MS Outlook and Windows.

• Ability to operate dual monitors and navigate multiple software applications simultaneously.

• Strong time management skills.

• Excellent verbal and written communication skills.

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

• Experience in the healthcare industry, including prior authorizations, patient care, or CPT codes, is preferred.

• Ability to wear a headset for eight hours daily.

• Ability to respond promptly to instructions in a fast-paced work environment.

• Capability to talk without voice restrictions for eight hours daily.

• Ability to sit for extended periods without a break.

🏝️ Benefits

• Medical, dental, and vision insurance.

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

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

• Life and AD&D Insurance.

• Employee Assistance Program.

• Potential for performance-based bonuses, incentive pay, or commissions.

• Reasonable accommodations for disabilities and sincerely held religious beliefs.