Job Details
Customer Service Rep in De Pere, WI at MultiPlan Location *
**Location:**
**Experience:**
Not Specified **Job Description**
JOB SUMMARY: This position is responsible for making and/or responding to inquiries from customers to update provider demographic information and promote the Companys products and services. In addition, this job is responsible for educating providers on their network participation status.
JOB ROLES AND RESPONSIBILITIES:
This job is performed in more than one functional area and location. As such, an incumbents responsibility focus will vary based on work area. The term customer refers to internal/external contacts, clients, members, or providers.
1. Communicate with customers primarily by phone to verify and correct demographic information
2. Research and resolve a variety of customer demographic inquiries at the point of service to ensure customer retention and satisfaction.
3. Obtain information from customer and communicate feedback for follow up when required to ensure satisfactory resolution.
4. Educate providers via phone to ensure inquiry resolution.
5. Ensure delivery of accurate information updates for input into all of the Companys applications.
6. Serve as a liaison to other departments to provide inquiry resolution and identify center operational issues.
7. Collaborate, coordinate, and communicate across disciplines and departments.
8. Ensure compliance with HIPAA regulations and requirements.
9. Demonstrate Companys Core Competencies and values held within.
10. 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.
Please note due to the exposure of PHI sensitive data this role is considered to be a High Risk Role.
JOB SCOPE:
Incumbent relies on experience, judgment and established guidelines to plan and accomplish job responsibilities. The incumbent works under direct supervision and acquires a basic understanding of the healthcare field. The incumbent resolves mostly routine and varied questions and refers more complex issues to higher levels. **Job Requirements**
JOB REQUIREMENTS (Education, Experience, and Training):
Minimum HS Diploma or GED
Minimum 2 years of experience in call center environment, including 6 months experience in healthcare, medical insurance, or related field. Knowledge of medical terminology and/or coding practices may be substituted for experience.
Required licensures, professional certifications, and/or Board certifications as applicable
Knowledge of medical and claim terminology
Knowledge of healthcare/managed care industry, types of services and general business processes
Communication (written, verbal, listening), organizational, problem solving, leadership, customer service, interpersonal, follow up and data entry skills
Ability to demonstrate reliability and dependability
Ability to handle escalated situations in a customer service oriented and professional manner
Ability to separate professional rules from personal feelings
Ability to maintain confidentiality in all required situations
Ability to dissect, organize and format multiple types of complex provider data for promotional use and/or reporting
Ability to customize communication style to educate internal and external customers
Ability to work independently as well as part of a team
Ability to prioritize and manage time
Ability to use software, hardware, and peripherals related to job responsibilities, including Microsoft Excel and other Microsoft Office products
Ability to use standard office equipment
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.