Customer Service Expert | Healthcare Account | 100% WFH

Published date Posted on Indeed on Sep 09, 2021 (19 d ago)

About Us

Support.com, Inc. (NASDAQ: SPRT) is a leading provider of customer and technical support solutions delivered by home-based employees. For more than twenty years, the company has achieved stellar results for global enterprise clients and top-tier businesses. Support.com's proven, omnichannel solutions have been specifically designed and optimized for the homesourcing environment, resulting in industry-leading NPS scores and first call resolution rates. The company efficiently meets changing client needs through its highly-scalable, global network of home-based employees and secure, proprietary, cloud-based platforms.

Why Join Us
  • No travel, work from the comfort of your home, permanently!
  • If you need a place to work, have fun and learn. Support.com is for you
  • Competitive benefits and compensation

About the Role

Why Join Us

No travel, work from the comfort of your home, permanently!
If you need a place to work, have fun and learn. Support.com is for you
Competitive benefits and compensation

Responsibilities (Including, but not limited to)

The Customer Service Expert will handle the following call types (all inbound): Provider Eligibility and Benefits (E&B) for all lines of business including Individual Family Business (IFB), Commercial, and Government.

Responsible for providing exceptional customer service, while answering incoming provider telephone inquiries in a manner that is always respectful and courteous
Provide timely and accurate Eligibility & Benefits information to basic incoming provider calls.
Ability to communicate a clear, concise message, both written and verbal (proper use of grammar, punctuation and spelling)
Provide timely feedback to the company regarding customer service failures and/or customer concerns
Proficient use of systems to respond to customer inquiries and requests adhering to defined customer service standards
Meet or exceed all quality and performance goals
Required knowledge of multiple products and ability to deepen or retain relationships through service
Perform in adherence to Client’s core values including but not limited to privacy, confidentiality and proprietary company policies and procedures (i.e. HIPAA)
Responsible for reviewing educational notifications and remaining current on procedural changes
Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements as specified within departmental goals
As required by changing business needs, complete additional responsibilities, as assigned

Experience and Skills

Ability to establish and maintain effective working relationships with payer representatives, members, and the public
Ability to read, understand and follow oral and written instructions in English
Excellent verbal/written communication skills
Ability to multi-task and accurately process high volumes of work with high level of accuracy
Working knowledge of Windows-based applications, including Outlook and Word, and ability to learn key CRM and telephony applications
Documentation skills

Minimum of six months experience in medical Eligibility & Benefits or related healthcare field
All potential hires must have a quiet workspace, minimum of 10 MBPS internet speed

Minimum Qualifications & Requirement

Technology Requirements

Intel Core i5 or equivalent processor
Minimum of 4 physical cores operating at 2.2Ghz or higher with a minimum 128KB L1 Cache, 1MB L2 Cache, and 6MB L3 Cache
AMD Ryzen 5 or equivalent processor
Hard Drive: 250 GB, 7200 RPM SATA or better
RAM: 8GB required
Video Card: Recommended 4GB of dedicated VRAM
Operating System: Windows 10 or higher including approved .NET version and up to date with all important Windows updates installed
Browser:HTML5 Compliant Web Browser (IE, Chrome, etc., with latest updates installed)
Active and up-to-date Antivirus software


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