Helpdesk Associate

15 Openings
Richmond

Helpdesk Associate

Associate II – BPM

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000 practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

You Are:

We are seeking a highly motivated and customer-focused Healthcare Help Desk Associate to provide frontline support to patients, healthcare professionals, and internal teams. The role involves handling inquiries, troubleshooting issues, and ensuring seamless communication between various stakeholders in a healthcare setting.

The Opportunity:

• Serve as the first point of contact for healthcare providers, patients, and internal teams via phone, email, or chat.

• Address and resolve inquiries related to patient records, appointment scheduling, billing, insurance claims, and general healthcare services, insurance benefits, provider contracts, eligibility and claims.

• Analyzes problems and provides information/solutions.

• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. Escalate complex issues to the appropriate department or technical support team as needed.

• Maintain accurate records of customer interactions and issues in the helpdesk system. Thoroughly documents inquiry outcomes for accurate tracking and analysis.

• Ensure compliance with HIPAA and other healthcare regulations while handling patient data.

• Provide guidance on healthcare policies, procedures, and digital tools.

• Assist in training new staff members and contributing to knowledge base documentation.

• Continuously monitor and improve helpdesk processes to enhance service delivery.

• Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need:

• Education: HS Diploma Required

• Experience: 1-3 years of experience in a healthcare call center, medical office, or customer service role preferred.

• Technical Skills: Proficiency in help desk ticketing systems, telephony and chat tools, basic IT troubleshooting

• Communication Skills: Excellent verbal and written communication skills with a strong customer service orientation.

• Problem-Solving: Ability to analyze situations and resolve issues in a fast-paced environment.

• Regulatory Knowledge: Familiarity with HIPAA regulations and medical insurance processes.

• Multitasking Ability: Capable of handling multiple tasks efficiently while maintaining accuracy and empathy.

• Language Skills: Fluent in verbal written communications in English

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote

Compensation Range: $43,680-$47,840

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What We Believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

Customer Service,Communication,Problem Solving