Job Description

Customer Service Representative/Service Advisor 

REMOTE Inbound Call Center – $19.00/hour

At Claritev, we pride ourselves on being a dynamic team of innovative professionals. Our purpose is simple – we strive  to  bend the cost curve in healthcare  for all. Our dedication to service excellence extends to all our stakeholders – internal and external – driving us to consistently exceed expectations. We are intentionally bold, we foster innovation, we nurture accountability, we champion diversity, and empower each other to illuminate our collective potential. 

Be part of our amazing transformational journey as we optimize the opportunity towards becoming a leading technology, data, and innovation voice in healthcare. Onward and Upward!!! 

• You will have a steady Monday through Friday 40 hour per week schedule (8 hours per day) based off business needs between the hours below:
  • 8:00 am and 8:00 pm ET
  • 7:00 am and 7:00 pm CT, or
  • 6:00 am and 6:00 pm MT.
• Twice per year, employees participate in a shift bidding process and are able to select from available shifts based off performance and business needs.
• Earn $19.00 per hour and have the opportunity to receive additional bonuses based on performance.
• We provide an excellent paid classroom training program as well as continuous on the job coaching and mentoring.
• We also have advancement and growth opportunities available to employees.

JOB ROLES AND RESPONSIBILITIES

1. Resolve and input provider/client requests into tracking system according to established guidelines. Assign cases accordingly.
2. Respond to inquiries received through the online customer service tools for internal employees, clients and providers with an exceptional customer service experience. Inquiries received will only be for portal cases and the dedicated level two representatives will handle account creation cases, all other cases.
3. Provide customer satisfaction to both internal and external customers.
4. Meet or exceed established standards on a consistent basis for quality, customer service, productivity and service level per department guidelines.
5. Promote and maintain a flexible, cooperative, team oriented and customer focused attitude within and between departments, customers and vendors.
6. Identify trends or process improvements to gain Call Center efficiencies and Quality Assurance concerns.
7. Collaborate, coordinate, and communicate across disciplines and departments.
8. Ensure compliance with HIPAA regulations and requirements.
9. Demonstrate Company’s Core Competencies and values held within.
10. Please note due to the exposure of PHI sensitive data, this role is considered to be a High Risk Role.
11. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

REQUIREMENTS

• Minimum high school diploma or GED
• Minimum 1 year customer service experience
• Previous call center or telephone experience in similar environment and/or industry desired
• Knowledge of proper phone etiquette
• Knowledge of medical terminology desired
• Communication (written, verbal, listening) organization, telephone, and data entry skills
• Ability to work a flexible schedule to accommodate queues
• Knowledge of medical and claim terminology is desired
• Required licensures, professional certifications, and/or board certifications as applicable.
• Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
• Ability to resolve issues of conflict in a tactful and professional manner and to effectively diffuse irate callers
• Ability to effectively handle multiple tasks, prioritize and manage time in a fast paced environment
• Ability to work independently as well as part of a team
• Ability to use software, hardware and peripherals related to job responsibilities including MS Office Suites, database software, etc.
• Ability to use multiple systems for claims research, contract interpretation, provider network status and verification, applications/nominations, and data integrity
• Ability to work full-time (40 hr.) work week with regular and consistent attendance.
• Ability to work up to an 8-hour shift Monday-Friday between posted hours of operation on-site
• Individual in this position must be able to work in a standard office environment which requires sitting and viewing monitor(s) for extended periods of time, operating standard office equipment such as, but not limited to, a keyboard, copier and telephone

BENEFITS   

We realize that our employees are instrumental to our success, and we reward them accordingly with very competitive compensation and benefits packages, an incentive bonus program, as well as recognition and awards programs. Our work environment is friendly and supportive, and we offer flexible schedules whenever possible, as well as a wide range of live and web-based professional development and educational programs to prepare you for advancement opportunities. 

Your benefits will include: 

• Medical, dental and vision coverage with low deductible & copay 

• Life insurance 

• Short and long-term disability 

• Paid Parental Leave 

• 401(k) + match 

• Employee Stock Purchase Plan 

• Generous Paid Time Off – accrued based on years of service

• WA Candidates: the accrual rate is 4.61 hours every other week for the first two years of tenure before increasing with additional years of service 

• 10 paid company holidays 

• Tuition reimbursement 

• Flexible Spending Account 

• Employee Assistance Program 

• Sick time benefits – for eligible employees, one hour of sick time for every 30 hours worked, up to a maximum accrual of 40 hours per calendar year, unless the laws of the state in which the employee is located provide for more generous sick time benefits. 

EEO STATEMENT  

Claritev is an Equal Opportunity Employer and complies with all applicable laws and regulations. Qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status. If you would like more information on your EEO rights under the law, please  click here . 

APPLICATION DEADLINE  

We will generally accept applications for at least 5 calendar days from the posting date or as long as the job remains posted. 

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