Covered Care Provider Support

Westlake Financial Services; Las Vegas (NV); On-site; USD 17,000 - 24,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

Life Insurance

401K matching

Employee Stock Ownership Program

Wellness Program

Paid Vacations Days

Paid Sick days

Paid holidays

Gym membership discounts

Job summary

Westlake Financial Services in Las Vegas, NV, is seeking an on-site Provider Support Team member to assist applicants and merchants, resolve complex inquiries, and collaborate with multiple departments to ensure timely, accurate responses. You will analyze escalated cases, document resolutions, and contribute to knowledge base articles.

The role demands strong communication, problem-solving, and a proactive mindset to drive customer satisfaction.

Qualifications

• Experience in customer service, technical support, or a related field with escalation management.
• Strong analytical and critical thinking to troubleshoot customer issues.
• Excellent verbal and written communication skills.
• Ability to stay calm under pressure when handling escalated situations.
• Strong interpersonal skills and cross-department collaboration.
• Familiarity with ticketing systems and customer support practices.
• Results-oriented and proactive mindset to help customers succeed.

Responsibilities

• Serve as main contact for applicants needing help with the application process.
• Respond to merchant technical inquiries, provide resolutions, and troubleshoot.
• Escalate customer inquiries and ensure prompt, efficient resolution.
• Investigate issues by collaborating with external teams and providers.
• Document and track escalated cases in a shared tracker with accurate records.
• Analyze trends to identify process improvements and reduce future escalations.
• Follow up with customers after issues are addressed to confirm satisfaction.
• Create and maintain knowledge base articles for common issues.

Skills

Customer service

Technical support

Escalation management

Analytical thinking

Verbal and written communication

Team collaboration

Ticketing systems

Tools

Ticketing systems

Job description

Provider Support Team

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 Know Your Rights notice from the Department of Labor.