Client Service Representative - Operations

5 days ago

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WNS

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WNS is a global business process management company that operates across 13 countries with over 66 delivery centers and employs more than 62,000 people. The organization is committed to inclusivity and diversity, fostering a unique culture of co-creation and continuous learning. WNS offers various career opportunities across the Asia Pacific, Europe, Africa, and the Americas, and prides itself on its transparent and merit-based recruitment process. As a leader in its field, WNS focuses on nurturing future leaders and decision-makers while maintaining a strong emphasis on social responsibility through initiatives like the WNS Cares Foundation.

Customer Contact Center Outsourcing • Finance & Accounting Outsourcing • Legal Services Outsourcing • Procurement Outsourcing • Research & Analytics

10,000+ employees

Founded 1996

🤝 B2B

🏢 Enterprise

☁️ SaaS

📋 Description

• 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

🎯 Requirements

• High School Diploma/GED, required • One (1) year of customer service 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 every three months, required • Prior experience in a fast-paced in-bound call center environment, preferred • HIPAA compliant room, required (verified at onboarding) • Prior experience in the healthcare industry (i.e., prior authorizations, patient care, CPT codes, etc.), preferred • 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