Client Service Representative - Operations

WNS Global Services • Houston, TX

1d

About The Position

The Client Service Representative supports HealthHelp’s Clinical Review process through administrative and scripted clinical call intake, customer service, confidential information collection, accurate data entry, and ongoing telephonic support for providers and office staff. The role may also provide administrative support to the Clinical Review Department and participate in quality initiatives and the HealthHelp Quality Management Program.

The representative is expected to meet performance standards for indicators such as Average Talk Time, quality, and schedule adherence, and to comply with HIPAA and applicable state and federal regulations as well as URAC and NCQA standards. The position requires a HIPAA-compliant room and a hard-wired internet connection meeting the specified speed requirements.

Requirements

• High school diploma or GED.
• At least one year of healthcare customer service call center experience.
• Ability to connect the 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 eight hours a day.
• Ability to respond quickly to instructions in a fast-paced work environment.
• Ability to talk without voice restrictions for eight 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, including internal and external customers.
• Build and maintain customer satisfaction with products and services.
• Collect and enter confidential information while maintaining the highest level of confidentiality.
• Maintain high-quality documentation standards during information collection and data entry.
• Provide ongoing telephonic support to providers and office staff regarding HealthHelp’s Clinical Review process.
• Provide administrative support to the Clinical Review Department as needed.
• Understand and participate in assigned responsibilities 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, dental, and 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