Client Support Representative

This is a fully remote position, open to applicants in Florida, +5 more states.

📋 Description

• Oversee conversations facilitated by AI between healthcare representatives and insurance agents.

• Direct AI interactions by choosing prompts, responses, questions, and next steps during live calls.

• Intervene in calls when human interaction becomes necessary.

• Review notes from previous conversations to ensure seamless continuation of interactions.

• Perform insurance verification by confirming eligibility, benefits, and coverage details.

• Collect and document prior authorization information and execute follow-up activities.

• Ensure complete and accurate information is captured before ending calls.

• Keep detailed notes and update internal systems with interaction details.

• Manage both inbound and outbound call workflows while upholding quality and professionalism.

• Utilize AI tools and multiple computer systems and screens for call handling and documentation.

• Adhere to established processes, scripts, and workflows to resolve issues.

• Provide precise inputs to assist in enhancing AI system performance.

• Collaborate effectively with insurance agents and stakeholders through strong listening, comprehension, and communication skills.

• Adapt to new technology, workflows, and process improvements to enhance patient access and care coordination.

⛳️ Requirements

• High School Diploma or GED.

• Basic computer skills and the ability to learn new systems and tools.

• Demonstrated data entry and documentation abilities with a keen attention to detail.

• Experience in navigating multiple systems and screens simultaneously.

• A minimum of 6 months of customer service experience in a call center, customer support, or similar environment.

• Excellent listening, comprehension, and verbal communication skills.

• Capability to deliver professional customer service.

• Solution-oriented approach with the ability to resolve issues and ensure follow-through.

• Ability to work independently while adhering to directions and established processes.

• Quick absorption of information from prior notes to continue conversations seamlessly.

• Flexibility to adapt to new technology, AI tools, and changing workflows.

• Experience with call center operations, call monitoring, and call support.

• Proficient in data entry management and administrative support tasks.

• Comfort in healthcare-related environments, including insurance verification and prior authorization support.

• Familiarity with Microsoft Office or similar productivity tools.

• Understanding of healthcare insurance verification, benefits, eligibility, and prior authorization processes.

• Ability to manage both inbound and outbound call workflows while maintaining accuracy and quality.

• Strong organizational skills for detailed documentation across multiple systems.

🏝️ Benefits

• Medical, dental & vision

• Critical Illness, Accident, and Hospital

• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available

• Life Insurance (Voluntary Life & AD&D for the employee and dependents)

• Short and long-term disability

• Health Spending Account (HSA)

• Transportation benefits

• Employee Assistance Program

• Time Off/Leave (PTO, Vacation or Sick Leave)