Customer Experience Specialist (Telework)

Job Description:

The Customer Experience Specialist supports our growing physician network. This person will assist customers with all questions around billing, their patient portal, and other inquiries. The role operates within a customer service oriented call center environment.

Primary Job Duties:

• Help customers enroll into our services by guiding them through our patient portal
• Monitor all requests for help from patients on a variety of topics ranging from how to understand their insurance benefits to helping them with claim resolution
• Provide first-level technical support to patients that report issues with the Web based product.
• Critically analyze a situation and are able to escalate issues to the appropriate specialists and then meticulously follow through with them to ensure that the customer is served in a timely fashion.
• Document issues in any given day and are able to produce timely reports for your manager.
• Identify  issues that occur on a repeated basis and provide feedback to manager
• Remain flexible enough to take on other duties as may be assigned.

Minimum Qualifications:

• High School Diploma required, advance certification a plus
• Familiar with Healthcare billing and claim resolution is preferred
• 2-3 years of full time experience in a call center customer service environment preferred
• Familiar using software such as Word, Excel, Web Browsers and Browser based web applications.
• Excellent written and verbal communication
• Availability to work an 8 hour shift between the hours of 8am – 6pm
• Accessibility to private, quiet work space with high-speed internet to work remotely
• Must comply with all HIPAA rules and regulations

Interpersonal Skills & Attributes:

• Skilled in establishing and maintaining effective working relationships
• Ability to communicate information clearly and effectively
• Ability to interact with employees and key stakeholders in a professional manner
• Multi-tasker, able to juggle multiple tasks at the same time.
• Ability to work independently and with a team in a fast-paced and high volume environment with emphasis on accuracy and timeliness
• Highly organized, high energy, and a productive person with a fanatical attention to detail.
• Happy when you are able to get to the bottom of a customer’s issue and do whatever it takes to address it.
• Analytical mind and are always looking for ways to improve a recurring process.
• You understand and embrace the advantages and disadvantages of working in a startup – you’re willing to help invent the solution.