Client Resolution Specialist

WebTPA Employer Services, LLC; San Antonio (TX); On-site; USD 32,000 - 45,000; Full time

Job summary

WebTPA Employer Services, LLC in San Antonio, TX is seeking an entry-level Client Resolution Specialist to handle inbound calls from providers and members, focusing on resolving client-related issues and offering expert-level resolutions.

You will be the primary contact for claims and customer service issues for assigned accounts, work between 7:00am and 7:00pm CST, Monday to Friday, and collaborate with Benefit Consultants to resolve complex cases.

Qualifications

• 1+ years related work experience in customer service.
• Knowledge in the healthcare industry including CPT and ICD-10 coding, COBRA, HIPAA.
• Concise written and oral communication skills.
• Proficiency in maintaining good rapport with physicians, healthcare facilities, clients and providers.
• Must possess proven judgment, decision-making skills and the ability to analyze.

Responsibilities

• Provide standard client support and be primary client contact for claims and customer service issues for assigned accounts.
• Utilize systems to track all assigned client questions or concerns and assist with calls and queues.
• Provide expert level assistance to members with complex or escalated issues and work with Benefit Consultant to resolve claims or service issues.
• Research claim appeals, research benefit questions, and locate network providers as needed.
• Provide instruction and training to Customer Service Team when directed by the employer group or Customer Service Manager.

Skills

Customer service

Communication

Conflict resolution

Team collaboration

Decision making

Education

High school diploma or GED

Tools

MS Office

Job description

Get To Know Us!

WebTPA, a GuideWell Company, is a healthcare third-party administrator with over 30+ years of experience building unique benefit solutions and managing customized health plans.

What is your impact?

The Client Resolution Specialist is an entry level position that maintains responsibilities similar to a Customer Service Representative and is responsible for handling inbound customer calls from both providers and members but is more highly focused on resolving client-related issues and providing expert-level resolution to complex cases. This may include partnering with Benefits departments in trying to solve complex issues.

Job Details:

• In office at 19100 Ridgewood Pkwy San Antonio, TX 78259 required
• Ability to work between the hours of 7:00am - 7:00pm CST Monday to Friday

What Will You Be Doing:

• Provide standard client support:
  • Primary client contact for claims and customer service issues and question for assigned accounts. Main customer service contact to resolve issues and identify customer needs on a pro-active basis.
• Utilize systems to tract all assigned clients questions or concerns.
  Assisting with customer service phone calls and queues as assigned.
• Provide expert level of assistance to members who have complex or escalated issues that have not been successfully resolved by normal means
  • Identify members who have high claim volumes or excessive calls to customer service, which may be an indication that they need help understanding their plan or help with finding solutions
  • Work directly with the Benefit Consultant for the employer group, to resolve claim or customer service issues.
• Other responsibilities include researching claim appeals, researching benefit questions, and locating network providers.
• Provide direction and training to client-dedicated Customer Service Team staff
  • Provide instruction and training to Customer Service Team when directed by the employer group or the Customer Service Manager.
• Assisting with assigned special projects.

Qualifications

• 1+ years related work experience in customer service
• High school diploma or GED
• Knowledge in the healthcare industry including CPT and ICD-10 coding, COBRA, HIPAA, pre-existing conditions, and coordination of benefits
• Concise written and oral communication skills required, including the ability to deal with conflict.
• Proficiency in maintaining good rapport with physicians, healthcare facilities, clients and providers.
• Knowledge of all MS Office products.
• Must possess proven judgment, decision-making skills and the ability to analyze.

General Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Physical/Environmental Activities

Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission.

All qualified applicants will receive consideration for employment.