Remote Healthcare Call Center Representative

Conduent • Remote, KY

2d • Remote

About The Position

As a member of the Customer Experience team, you will handle telehealth-based phone calls and email inquiries. Call drivers can include insurance verifications, benefits education, billing questions, prescription issues, and technical challenges, including real-time support during time-sensitive situations. You will manage a steady volume of incoming calls from customers while navigating multiple systems. Punctuality and dependability are key to our clients’ success and your role as an associate. There are plenty of career growth opportunities within the healthcare team!

Requirements

• Successfully completed a 3-week virtual training class and 1 week of Nesting. (You cannot miss a day of training).
• Successfully complete customer service assessment & typing test on a computer (not compatible with mobile devices).
• Great problem-solving skills.
• Ability to effectively multi-task.
• Excellent communication skills.
• Availability to work weekends.
• High school diploma, GED, or college degree.
• Successful completion of a background check is required for this position.
• High speed internet. You must have a home internet connection with 25 Download and 10 Upload Speed.
• Must be able to hardwire your work computer directly to your home modem via ethernet.
• Must have a quiet, distraction free workspace. (Workspace must be clutter free, free of distraction, no one is allowed in workspace during working hours, no writing utensils, or unauthorized electronics in the work area.

Nice To Haves

• Customer service experience is a plus but not required.

Responsibilities

• Handle telehealth-based phone calls and email inquiries.
• Manage a steady volume of incoming calls from customers while navigating multiple systems.
• Answer questions about services, provider availability, insurance coverage, visit costs, etc.
• Assist patients in scheduling appointments for virtual consultations with healthcare providers.
• Provide technical assistance in enrolling, scheduling, joining telehealth visits, reviewing account information, etc.
• Investigate patient reports of incorrect costs, refund requests, insurance coverage, etc. and escalate cases to billing department.
• Guide patients through self-service options to locate visit history, sick slips, prescription information, medical records, etc.
• Gather patient feedback on provider quality, ease of use of self-service options, visit connectivity, etc.

Benefits

• Health benefits (medical, dental, vision) are available on the first day of employment.
• Paid time off is accrued after 180 days (about 6 months) of employment.
• health insurance coverage
• voluntary dental and vision programs
• life and disability insurance
• a retirement savings plan
• paid holidays
• paid time off (PTO) or vacation and/or sick time

What This Job Offers

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