Customer Service Agent - Office Based

CUSTOMER SERVICE AGENT - SUMMARY

Responsible for providing service to providers, pharmacies and patients in accordance with Company standards and contract obligations.

CUSTOMER SERVICE AGENT - POSITION REQUIREMENTS

• Prepares and processes a high volume of requests for authorization of service received through fax, phone and online portals. This process includes completing tasks within the Authorization Tracking System (ATS) such as verifying eligibility/benefits and documenting information required to process an authorization such as services/prescriptions requested, provider notes and medical history. These authorization requests are generally forwarded to Care Management for review and approval. Follow-up activities, including outreach to the provider to obtain missing information, may be required depending on case specifics.
• Enters service outcome information supplied by providers into ATS.
• Performs outgoing telephone contact with providers, provider office staff, pharmacies and patients. Interacts with external customers in a professional and effective manner using telephone scripts, information from ATS and general experience to complete tasks and resolves issues.
• Receives a high volume of inbound calls from providers, provider office staff, pharmacies and patients. Interacts with external customers in a professional and effective manner using telephone scripts, information from ATS and general experience to complete tasks and resolves issues.
• Maintains and uses a current working knowledge of company policies, procedures, systems, contractual obligations, infertility, business and related terminology, and phone system protocol to provide superior service to clients.
• Utilizes the call escalation process appropriately and as directed.
• Prepares prescription requests and forwards approved prescriptions to pharmacy for processing.
• Records and appropriately communicates problems, and suggests improvement to systems, scripts, processes and reports.
• Follows HIPAA protocol when discussing or accessing protected health information.
• Performs other duties as assigned.

CUSTOMER SERVICE AGENT - SUPERVISORY RESPONSIBILITIES

No supervisory responsibilities.

CUSTOMER SERVICE AGENT - MINIMUM QUALIFICATIONS

• Minimum of High School graduate or equivalent.
• At least 2 years Customer Service experience in a Call Center environment or 2 years Medical Office experience required.
• Experience using MS Office product including Word and Excel.

CUSTOMER SERVICE AGENT - KNOWLEDGE, SKILLS AND ABILITIES

• Medical terminology, CPT, and ICD-10 coding experience extremely desirable.
• HIPAA experience useful.
• Prior Customer Service experience in the healthcare or health insurance industry desirable.

Job Type: Full-time

Pay: From $21.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• 10 hour shift
• 8 hour shift

Experience:

• Customer service: 3 years (Required)
• Medical office: 1 year (Required)

Ability to Commute:

• Greenwich, CT 06831 (Required)

Work Location: In person

Salary : $21