Covered Care Provider Support

Westlake Financial; Las Vegas (NV); On-site; USD 17,047 - 24,280; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

Life Insurance

401K matching

Employee Stock Ownership Program

Wellness Program

Onsite DMV

Paid Sick days

Paid Vacations Days

Paid holidays

Job summary

Westlake Financial in Las Vegas, NV is seeking a dedicated support team member to assist customers and providers in managing inquiries and complex issues. This role emphasizes exceptional customer service, collaboration across departments, and proactive problem-solving to enhance the customer experience.

The ideal candidate will bring strong analytical skills, excellent communication abilities, and a commitment to customer satisfaction, with responsibilities ranging from assisting applicants to resolving technical challenges.

Qualifications

• Experience in customer service, technical support, or a related field.
• Strong analytical and critical thinking skills.
• Excellent verbal and written communication skills.
• Ability to remain calm under pressure.

Responsibilities

• Assist applicants with the application process.
• Resolve merchant’s technical inquiries.
• Address customer inquiries promptly.
• Document escalated cases in a shared tracker.
• Analyze customer issues for process improvements.
• Conduct follow-up communications with customers.
• Create and maintain knowledge base articles.

Skills

Customer service experience

Technical support experience

Analytical skills

Verbal communication skills

Written communication skills

Interpersonal skills

Ability to work under pressure

Job description

Las Vegas, NV | On-site

The Provider Support Team plays a critical role in providing exceptional support to our customers and providers by managing complex inquiries and issues that require advanced resolution. As part of this team, you will collaborate closely with various departments and providers to ensure that our customers receive timely and accurate responses, enabling them to have a seamless experience with our service. The ideal candidate will possess strong problem-solving skills, a proactive approach, and a deep commitment to customer satisfaction.

Key Responsibilities

• Serve as a point of contact for applicants that require assistance with the application process
• Serve as a point of contact for merchant’s technical inquiries, provide resolutions and troubleshoot if necessary.
• Serve as a point of escalation for customer inquiries and issues, ensuring that they are addressed promptly and efficiently.
• Investigate and diagnose customer issues by collaborating with external teams, including providers and aggregators
• Document and track all escalated cases in a shared tracker, maintaining accurate records of interactions and resolutions.
• Analyze trends in customer issues to identify opportunities for process improvements and proactively mitigate future escalations.
• Conduct follow-up communications with customers after issues have been addressed to ensure satisfaction and provide additional assistance if needed.
• Create and maintain knowledge base articles related to common escalated issues and resolutions to enhance team efficiency and customer experience.

Job Qualifications

• Experience in customer service, technical support, or a related field, with a focus on escalation management or issue resolution.
• Strong analytical and critical thinking skills to troubleshoot and resolve customer issues effectively.
• Excellent verbal and written communication skills
• Ability to remain calm and composed under pressure, particularly when dealing with escalated customer situations.
• Strong interpersonal skills and ability to work collaboratively within a team and across departments.
• Familiarity with ticketing systems and customer support practices.
• A results-oriented and proactive mindset with a passion for helping customers succeed.

Pay Rate

• $15 per hour
• The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.

Full Time Benefits

• Medical, Dental, and Vision benefits
• Life Insurance, Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $2.6 Billion Company, plus company matching
• Wellness Program, Daily Team Exercises, Fresh Fruit for all employees
• Metro Tap Card and Metro-link Reimbursement
• Westlake University, Certification Programs
• Career Path Opportunities
• Discounts on Parks, Museums, Movie Tickets, and Attractions
• Wireless, Computer, and Satellite Discounts
• Onsite DMV
• Employee Loan Assistance Westlake Bike Share (Free Bikes onsite)
• Onsite Yoga, Treadmill Desks, Gym Membership Discounts
• Annual Flu Shots, Biometric Screenings
• Paid Vacations Days
• Paid Sick days
• Paid holidays
• HGym
• Rental Car Discounts, Dell Member Purchase Program
• UKG Wallet

About Us

Founded in 2020, Covered Holdings offers financing solutions that leverage the company's proprietary credit originations and servicing platform with a unique focus on the needs of non-prime Americans. Their patient financing product, Covered Care, helps healthcare providers care for patients who otherwise would have been declined for traditional credit. Their proprietary financing platform can underwrite and approve patients at every credit level – from prime to non-prime – with affordable rates and terms. This flexibility allows healthcare providers to care for more patients without taking on any risk.

Acknowledgments

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws. Fair Chance Initiative for Hiring Ordinance.

We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.