Customer Service - Work at Home

Ibex Limited; Hampton, Northern (VA, KY); Hybrid; USD 20,664,000 - 30,307,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

401(k) Retirement Savings Plan

Paid Time Off

Cell service stipend

Job summary

Ibex Limited is hiring a Remote Customer Service Representative in the United States. You will handle inquiries, educate customers on benefits and authorizations, and document interactions across multiple lines of business. The role emphasizes professional communication and accurate information delivery.

The position supports a home-based work environment with paid training and opportunities to grow within the team.

Qualifications

• Experience in healthcare or related industry experience.
• Medicare/Medicaid knowledge.
• Claims/Billing and coding experience.
• Private, distraction free workspace meeting home-based requirements.
• Hard wired ethernet with reliable internet connection.

Responsibilities

• Answer general inquiries and assist with customer requests across lines of business.
• Document all customer interactions thoroughly.
• Educate customers on eligibility, benefits, claims payment, and authorizations.
• Resolve inquiries via phone, email, web portal, and chat.

Skills

Customer service

Healthcare knowledge

Medical terminology knowledge

Communication skills

Job description

Overview

Start your career journey with energy, teamwork, and endless opportunities! Whether you're just starting out or ready for something new, we’ve got your back with paid training that sets you up for success. Our vibrant team thrives on support, good vibes, and leaders who actually listen. You’ll make real connections, build new skills, and grow your career in a place that celebrates you.

About the role:

Customer Service Representatives will be working directly with the customer to answer general inquiries, address concerns, and assist with requests about products and services across multiple lines of business. The CSR must project a professional company image and provide superior customer service while working with customers through any of the customer contact channels.

Responsibilities

Your day to day will involve:

• Resolving coordination of benefits inquires by analyzing patient activity (including enrollment, third party liability, claims attachments).
• Having a comprehensive understanding of insurance coverage and being able to interpret and communicate accurate information.
• Thoroughly and completely documenting all customer interactions.
• Educating customers and dental professionals on eligibility, benefits, claims payment, and authorizations.
• Educating on the usage and benefits of self-service tools.
• Assisting members on gaining access to care by locating a network dentist or assignment to a primary care dentist.
• Directing inquires to necessary departments or individuals when the resolution of the inquiry is beyond the span of control for this role.
• Responding to customer inquiries in a courteous and professional manner.
• Researching and consistently providing accurate information to resolve all member and provider inquiries through verbal and written communications through all channels including phone, email, web portal, and chat interactions.
• Responding to and resolving internal and external complex customer inquiries.
• Resolving claim payment inquiries by researching and analyzing patient activity and determining appropriate action to be taken.
• Taking ownership of the resolution and setting expectation for follow up.
• Ensuring resubmissions, stop payments, and voids are appropriately handled.
• Meeting or exceeding individual, department, and client specific goals.
• Understanding and adhering to all client administrative and contractual policies and procedures.
• Suggesting ways to improve the service delivery processes contributing to the success of the organization.
• Other duties as assigned.

Qualifications

Must Haves for Work at Home:

• Private, distraction free workspace (not a shared/common area of the home)
• Hard wired ethernet internet connection with minimum speeds of 50 Mbps Download / 10 Mbps Upload. (5G, hotspots, and satellite internet not supported)
• Active wireless phone service
• Must remain on camera during working hours

Eligible States

This role is currently limited to candidates residing in

Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Kentucky, Louisiana, Michigan, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Vermont, Virginia, West Virginia, Wisconsin, and Wyoming.

Preferred:

• Experience in healthcare or related industry experience
• Medical/Dental terminology knowledge experience
• Medicare/Medicaid knowledge
• Claims/Billing and coding experience

Benefits:

• Medical, Dental, and Vision insurance
• 401(k) Retirement Savings Plan
• Paid Time Off
• Paid T-Mobile cell service
• Employee referral program
• Employee PerkSpot (discounts on retail, hotel, food, restaurants, car rental and much more!!)