Client Services Support Representative

HealthOne Alliance•Dalton, GA

About The Position

The Client Services Support Representative is responsible for handling incoming provider phone calls related to claims status and inquiries, as well as processing member payments over the phone. While the role includes taking payments from members, it does not involve handling other member-related questions such as benefit interpretation, general member services, or enrollment inquiries. This position supports a focused set of call types, ensuring the delivery of timely, accurate information and professional service in a high-volume, time-sensitive environment.

Requirements

Requires a high school diploma or its equivalent
Ability to learn quickly and be self-motivated
Customer service experience preferred
Confidentiality and time management skills
Bilingual preferred
Knowledge of healthcare billing, claims and insurance a bonus
Prolonged periods of sitting at a desk and working on a computer.
Moderate to significant amount of stress in meeting deadlines and dealing with day-to-day responsibilities.
Drug Screen and Background Check Required

Nice To Haves

Customer service experience preferred
Bilingual preferred
Knowledge of healthcare billing, claims and insurance a bonus

Responsibilities

Answers incoming provider phone calls regarding claims status and payment-related questions
Researches claim status and communicates findings to the provider clearly and accurately
Takes member payments over the phone and processes them according to company procedures
Documents all interactions in the appropriate system(s) accurately and timely
Adheres to standard operating procedures, call scripts, and compliance requirements
Escalates unresolved or complex issues to appropriate internal teams as necessary
Meets defined performance targets related to call handling time, accuracy, and quality
Attends training sessions and team meetings as scheduled
Maintains regular and predictable attendance
Consistently demonstrates compliance with HIPAA regulations, professional conduct, and ethical practice
Works to encourage and promote Company culture throughout the organization
Other duties as may be assigned