Customer Service Rep

What are we looking for in our Customer Service Rep?

Job Title: Provider Service Representative (W2 Contract)
Location: Remote
Hours: 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM
Pay Rate: $17.00 - $19.50 per hour
W2 Contract Duration: September 30, 2024 – February 28, 2025 (May extend)

Position Overview:
We are looking for a Provider Service Representative to join our team on a W2 contract. The role requires handling inbound calls from providers, and offering accurate assistance with claims, authorizations, and appeals. The successful candidate will meet daily call quotas and maintain high-quality service standards.

Key Responsibilities:

• Handle a high volume of incoming calls efficiently, navigating multiple systems.
• Assist providers with inquiries, ensuring 95% accuracy on all performance metrics.
• Answer at least 55 inbound calls per day, meeting or exceeding departmental standards.
• Adhere to performance targets for Hold Time, Abandonment Rate, Talk Time, Quality, and Adherence.
• Provide follow-up as needed to ensure provider satisfaction and issue resolution.
• Handle challenging customer situations by offering calming and effective solutions.
• Respond promptly to team chats and emails in a professional manner.
• Ensure accurate and thorough documentation of every call.
• Verify HIPAA compliance on every account.
• Perform additional duties as assigned.

Required Skills:

• Basic computer skills.
• Proficiency in Microsoft Office Suite (Excel and Word required; Access, Outlook, PowerPoint preferable).
• Strong keyboarding skills and the ability to multitask across various system applications.
• Training will be provided on specific systems.

Minimum Qualifications:

• High School Diploma/GED or equivalent
• No professional certification required

Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

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