Client Service Representative – Operations

• Conduct administrative intake and scripted clinical intake of calls for clinical review
• Provide quality customer service through interaction with providers, administrative staff, and others
• Build and maintain customer satisfaction with products and services
• Collect and enter confidential information while maintaining the highest level of confidentiality
• Maintain high-quality documentation standards during data entry functions
• Provide ongoing telephonic support to providers and office staff related to HealthHelp’s Clinical Review process
• Provide administrative support to the Clinical Review Department as needed
• Participate in ongoing Quality Initiative Projects
• Maintain performance standards for KPIs including Average Talk Time, Quality, and schedule adherence
• Participate in the HealthHelp Quality Management Program
• Adhere to HIPAA, state, and federal regulations
• Adhere to URAC and NCQA standards
• Carry out other assigned projects and responsibilities

• High School Diploma/GED, required
• Minimum One (1) year of Healthcare customer service (call center) experience required
• Ability to hard line internet into computer equipment provided, required
• Internet upload speed of 5 mbps and download of 25 mbps, required (verified at onboarding)
• Ability to adhere to strict schedule and adapt to schedule changes, required
• HIPAA compliant room, required (verified at onboarding)
• Prior experience in a fast-paced in-bound call center environment, preferred
• Prior experience in the healthcare industry, such as prior authorizations, patient care, or CPT codes, preferred
• Ability to read clinical terminology with high levels of proficiency
• Ability to work efficiently in a fast-paced, high call volume, performance driven Contact Center
• MS Outlook and Windows proficiency
• Ability to work on dual monitors and navigate multiple software applications simultaneously
• Strong time management skills
• Highly skilled at delivering client and customer satisfaction
• Strong verbal and written communication skills
• Ability to wear a headset for 8 hours a day, required
• Ability to respond quickly to instructions in a fast-paced work environment, required
• Ability to talk without voice restrictions for 8 hours a day, required
• Ability to sit for extended periods of time without a break, required

• Medical, dental, and vision insurance
• Paid time off (PTO), holidays, and sick leave
• 401(k) with company match or other retirement plan
• Life and AD&D Insurance
• Employee Assistance Program
• Performance-based bonuses, incentive pay, or commissions may be available