Our client in downtown Indianapolis is looking to bring in a team of Customer Solutions Representative to add to their current team as they continue to grow. These team members will be joining the Utilization Management Intake team, which is currently comprised of 30. Below is an overview of job duties and experience for the position.
Answering incoming calls about claims from patients (50% of day). There are roughly 100 calls that come in each day.
Processing incoming faxes and either sending them to the appropriate team or entering into the system (50% of day).
Looking for resources who are flexible, can adapt to change, have strong customer service skills and communication, and are somewhat tech-savvy who can work within multiple systems.
Core Competencies for the role
Strong customer service skills: ability to assess customer needs; possesses motivational interviewing and active listening skills, high level of emotional intelligence, passion to help; showcases compassion and empathy in all interactions
Ability to thrive in an ambiguous environment; adaptable; flexible; self-motivated
High level of attention to detail; strong organizational skills
Critical thinking: solution oriented; decision making; problem solver, tenacity, issue/conflict resolution; self-sufficient; positive attitude; team player, collaborator
Learning agility: ability to learn via a variety of methods (virtual, in-person, eLearning, self-study, etc.);
Strong time management skills; multi-task, work well under pressure
Persuasion; ability to "close"
Opportunity for Growth:
The goal for these Customer Service Representatives is to eventually grow within the organization into a Team Lead or Supervisor role. There is also an opportunity to move to other areas of the organization, such as Claims, Provider Relations, etc.Customer Solutions Representative role
Nice to have experience:
3+ years of Call center or customer service experience
Experience working within a previous Health Plans call center
Experience with prior authorization and familiarity with medical codes/terminology
Requirements:
Highschool Diploma OR GED required
Some sort of college education is a plus: either an Associate's or Bachelor's in a healthcare-related field preferred
Schedule:
The schedule for these roles can vary but the rotating hours are M-Fr 7:00 am - 7:00 pm. Please expect 40 hours each week with the potential for overtime work.