Healthcare Contact Center Agent

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

📋 Description

• Manage incoming calls from members, providers, and other stakeholders.

• Initiate outbound calls as required.

• Address electronic mail and other secure communications.

• Investigate claims and confirm insurance details.

• Resolve inquiries from both members and providers.

• Precisely document interactions and uphold thorough system records.

• Ensure confidentiality and adhere to HIPAA and other healthcare regulations.

• Refer complex issues to supervisors or the appropriate departments.

• Achieve or surpass call scripting, quality standards, call handling time, customer satisfaction, work schedule, and other performance metrics.

• Provide outstanding customer service and a positive contact experience.

⛳️ Requirements

• High school diploma or equivalent is required.

• At least 1 year of experience in a call center or customer service position, ideally in a healthcare environment.

• Understanding of Medicaid/Medicare programs, state healthcare guidelines, or a readiness to swiftly learn complex program policies.

• Proficiency in speaking, reading, and writing in English is essential.

• Capability to multitask and navigate various systems concurrently.

• Competence in Microsoft Office and call center software is necessary.

• Excellent communication, empathy, active listening, attention to detail, and conflict resolution skills.

• Scheduled 8.5-hour shift from Monday to Friday between 7 am and 6 pm Eastern Time.

• Ability to remain stationary for extended periods while using a computer and telephone headset.

• Competence in operating standard office equipment.

• Consistent attendance and punctuality are required.

• An associate degree or healthcare certification is preferred.

• Familiarity with medical terminology and insurance processes is advantageous.

• Bilingual abilities are a plus.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Generous and flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.