Customer Experience Associate I, Healthcare

TalentBurst; Barstow (CA); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company in the healthcare sector is seeking a Customer Experience Associate I for a remote position in California. The role involves supporting members and providers, ensuring exceptional service while managing inquiries related to healthcare benefits. Candidates should have 2+ years in a relevant role, a background in healthcare, and strong communication skills, making a significant impact in assisting clients.

Qualifications

• Two plus years of relevant experience.
• Healthcare background with HIPAA experience.
• Basic connectivity and internet troubleshooting experience.

Responsibilities

• Handles incoming/outgoing calls related to healthcare benefits.
• Researches and communicates medical information to providers and members.
• Assists in improving Care Center performance and quality.

Skills

Customer service

Healthcare benefits knowledge

Communication

Problem solving

Flexibility

Education

High School diploma/GED

Job description

Job title:Customer Experience Associate I - Healthcare
Duration: 6 months
Location: Remote (CA)
Shift timings: 8 or 8:30 AM - 4:30 or 5pm(M-F)

Job Profile Summary
Customer advocate role supporting our members and providers, facilitating care and service. This is a service position providing assistance to our members, providers, and clients regarding various aspects of our programs, policies, and procedures. Responsibilities include handling incoming/outgoing calls related to healthcare related benefits. Responsibilities also include the administration of intake documentation into the appropriate systems. Overall expectations are to provide outstanding service to internal and external customers and strive to resolve callers' needs on the first call. Performance expectations are to meet and/or exceed customers' expectations and our quality standards.

Job Description

• Researches, articulately communicates medical information regarding a variety of services including: educating providers on claims, member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality/Protected Health Information (PHI.).
• Meets key performance indicators and service standards while showing compassion to members and providers per Client**'s values and mission.
• Identifies and responds to crisis calls with appropriate resource.
• Facilitates routine referrals and triage decisions not requiring clinical judgment.
• Comprehensively assembles and enters patient information into the appropriate delivery system.
• Demonstrates flexibility in areas such as job duties and schedule to aid in better serving members and help ***client achieve its business and operational goals.
• Supports team members and participate in activities to help build a high-performance team.
• Assumes full responsibility for self-development and career progression; proactively seek and participate in ongoing training sessions (formal and informal).
• Responsible for staying abreast of operational changes, updating self to ensure accuracy.
• Assists efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies.
• Leads or participates in activities as requested that help improve Care Center performance, quality, and culture.
• Navigate Client*** systems, document customers' comments/information and forwards required information.
• Responsible for reading and retaining information disseminated through multiple resources, ensuring calls are addressed accurately and appropriately per account information.

Requirements:

• Two plus years of relevant experience.
• Healthcare background, HIPPA experience
• Basic connectivity and internet troubleshooting experience
• High School diploma/GED minimum

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