Healthcare Customer Service Representative

at MultiPlan in Naperville, Illinois, United States

Job Description

Imagine a workplace that encourages you to interpret, innovate and inspire. Our employees do just that by helping healthcare payers manage the cost of care, improve competitiveness and inspire positive change. You can be part of an established company with a 40-year legacy that helps our customers thrive by interpreting our client's needs and tailoring innovative healthcare cost management solutions.
Our commitment to diversity, inclusion and belonging are part of the fabric of our company. We strive to create a workplace that fosters mutual respect and collaboration, where every talented individual can participate and perform their best work. We are MultiPlan and we are where bright people come to shine!
You can shine with us in a Customer Service Representative position by assisting callers in an engaging and professional manner.
You will have a steady Monday through Friday 40 hour per week schedule between the hours of:
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 are able to pick from available shifts.
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.
Find more information on what it's like to be a MultiPlan employee on our Careers page at multiplan.com
JOB ROLES AND RESPONSIBILITIES
Resolve and input provider/client requests into tracking system according to established guidelines. Assign cases accordingly.
Provide customer satisfaction to both internal and external customers.
Meet or exceed established standards on a consistent basis for quality, customer service, productivity and service level per department guidelines.
Promote and maintain a flexible, cooperative, team oriented and customer focused attitude within and between departments, customers and vendors.
Handle routine customer inquiries and assess call escalation; work with Sr and TL on resolution. Redirect calls as needed.
Provide direction to providers, clients and members regarding Network Operations processes as needed.
Identify trends or process improvements to gain Call Center efficiencies and Quality Assurance concerns.
Collaborate, coordinate, and communicate across disciplines and departments.
Ensure compliance with HIPAA regulations and requirements.
Demonstrate Company's Core Competencies and values held within.
Please note due to the exposure of PHI sensitive data, this role is considered to be a High Risk Role.
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
Communication (written, verbal, listening) organization, telephone, and data entry skills
Ability to work a flexible schedule to accommodate phone 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

As an Equal Opportunity Employer, the Company will provide equal consideration to all employees and job candidates without regard to sex, age, race, marital status, sexual orientation, religion, national origin, citizenship status, physical or mental disability, political affiliation, service in the Armed Forces of the United States, or any other characteristic protected by federal, state, or local law.  Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled