Client Service Representative - Operations

HealthHelp • Houston, TX

1d

About The Position

The Client Service Representative supports HealthHelp’s Clinical Review process by handling administrative and scripted clinical intake calls. The role provides ongoing telephonic support to providers and office staff, delivers service to internal and external customers, and collects and enters confidential information while maintaining high-quality documentation and confidentiality standards.

The representative provides administrative support to the Clinical Review Department as needed, participates in quality initiatives and the HealthHelp Quality Management Program, and maintains performance standards for measures such as Average Talk Time, quality, and schedule adherence. The position must comply with HIPAA and applicable state and federal regulations, as well as URAC and NCQA standards.

Requirements

• High school diploma or GED.
• At least one year of healthcare customer service (call center) experience.
• Ability to connect provided computer equipment to the internet using a hard-line connection.
• Internet upload speed of at least 5 Mbps and download speed of at least 25 Mbps, verified at onboarding.
• Ability to adhere to a strict schedule and adapt to schedule changes.
• HIPAA-compliant room, verified at onboarding.
• Ability to read clinical terminology with a high level of proficiency.
• Ability to work efficiently in a fast-paced, high-call-volume, performance-driven contact center.
• Proficiency with MS Outlook and Windows.
• Ability to work with dual monitors and navigate multiple software applications simultaneously.
• Strong time-management skills.
• Strong ability to deliver client and customer satisfaction.
• Strong verbal and written communication skills.
• Ability to wear a headset for 8 hours a day.
• Ability to respond quickly to instructions in a fast-paced work environment.
• Ability to talk without voice restrictions for 8 hours a day.
• Ability to sit for extended periods without a break.

Nice To Haves

• Prior experience in a fast-paced inbound call center environment.
• Prior healthcare industry experience, such as prior authorizations, patient care, or CPT codes.

Responsibilities

• Conduct administrative intake and scripted clinical intake of calls for clinical review.
• Provide quality customer service to providers, administrative staff, and others.
• Build and maintain customer satisfaction with products and services and provide excellent service to internal and external customers.
• Collect and enter confidential information while maintaining confidentiality.
• Maintain high-quality documentation when collecting information and performing data entry.
• Provide ongoing telephone support to providers and office staff regarding HealthHelp’s Clinical Review process.
• Provide administrative support to the Clinical Review Department as needed.
• Participate in and understand the scope of responsibility for ongoing Quality Initiative Projects.
• Maintain acceptable performance levels for Key Performance Indicators, including Average Talk Time, quality, and schedule adherence.
• Participate in the HealthHelp Quality Management Program as required.
• Comply with HIPAA and applicable state and federal regulations pertaining to clinical programs.
• Adhere to URAC and NCQA standards in support of HealthHelp’s compliance initiatives.
• Carry out other projects and responsibilities as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Paid time off, holidays, and sick leave
• 401(k) with company match or another retirement plan
• Life and AD&D insurance
• Employee Assistance Program
• Potential eligibility for performance-based bonuses, incentive pay, or commissions

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED