Note: The job is a remote job and is open to candidates in USA. WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation serving clients across multiple industries. HealthHelp is seeking a Client Service Representative - Operations to conduct administrative and scripted clinical call intake, support providers and office staff, maintain confidential documentation, and meet quality and performance standards.
Responsibilities
- Conducts administrative intake and scripted clinical intake of calls for clinical review
- Provides quality customer service through interaction with providers, administrative staff and others
- Builds and maintains customer satisfaction with products and services; provides excellent service to internal and external customers
- Collects and enters confidential information ensuring the highest level of confidentiality in all areas
- Maintains high-quality documentation standards when collecting and performing data entry functions
- Provides ongoing telephonic support to providers and office staff related to HealthHelp’s Clinical Review process
- Provides administrative support to the Clinical Review Department if needed
- Participates and understands scope of responsibility pertaining to ongoing Quality Initiative Projects
- Maintains acceptable levels of performance for all Key Performance Indicators, such as Average Talk Time (ATT), Quality, and adherence to schedule
- Participates in the HealthHelp Quality Management Program as required
- Adheres to all HIPAA, state and federal regulations pertaining to the clinical programs
- Adheres to both URAC & NCQA standards in keeping with HealthHelp’s compliance initiatives
- Carries out other projects and responsibilities as assigned
Skills
- High School Diploma/GED, required
- Minimum One (1) year of Healthcare customer service (call center) experience required
- Ability to hard line internet into computer equipment provided, required
- Internet upload speed of 5 mbps and download of 25 mbps, required (verified at onboarding)
- Ability to adhere to strict schedule with ability to adapt to schedule changes, as schedules are subject to change, required
- HIPAA compliant room, required (verified at onboarding)
- Ability to read clinical terminology with high levels of proficiency
- Ability to work efficiently in a fast-paced, high call volume, performance driven Contact Center
- MS Outlook and Windows proficiency
- Ability to work on dual monitors and navigate multiple software applications simultaneously
- Strong time management skills
- Highly skilled at delivering client and customer satisfaction
- Must possess strong verbal and written communication skills
- Ability to wear a headset for 8 hours a day, required
- Ability to respond quickly to instructions in a fast-paced work environment, required
- Ability to talk without voice restrictions for 8 hours a day, required
- Ability to sit for extended periods of time without a break, required
- Prior experience in a fast-paced in-bound call center environment, preferred
- Prior experience in the healthcare industry (i.e., prior authorizations, patient care, CPT codes, etc.), preferred
Benefits
- Medical, dental, and vision insurance
- Paid time off (PTO), holidays, and sick leave
- 401(k) with company match or other retirement plan
- Life and AD&D Insurance
- Employee Assistance Program
Company Overview