Contact Center Provider Services

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

📋 Description

• Interact promptly and professionally with providers and members via inbound/outbound calls, emails, live chat, and various other platforms.

• Address inquiries with empathy, precision, and composure.

• Provide clear and accurate information in accordance with company policies and procedures.

• Escalate complex matters to leadership when necessary.

• Document interactions, feedback, and resolutions within the CRM or case management system.

• Share insights regarding recurring issues to aid in process improvement.

• Collaborate with team members and supervisors to coordinate support and appropriately route issues.

• Meet or exceed key performance indicators (KPIs) including call quality, handle time, customer satisfaction, script adherence, quality standards, and scheduled work hours.

• Research claims and verify insurance coverage.

• Resolve inquiries from members, providers, and stakeholders while ensuring compliance with healthcare regulations.

⛳️ Requirements

• High school diploma or GED is required.

• 1-2 years of experience in customer service, preferably within the healthcare sector.

• Strong organizational and communication abilities.

• High level of attention to detail.

• Capability to actively listen, demonstrate empathy, and address member and/or provider concerns with compassion and clarity.

• Ability to multitask and navigate multiple systems at the same time.

• Availability to work from 8:00 AM–4:30 PM or 8:30 AM–5:00 PM EST.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for professional development through training and mentorship.

• Generous and flexible vacation policy.

• 401(k) employer matching program.

• Comprehensive health benefits.

• Educational assistance.

• Access to leadership and technical development academies.