Portal Services Representative I

SKYGEN

13h•Remote

About The Position

Increase member, provider and client use of our web based solutions for claims submission, payments, and authorizations. What will YOU be working on? Provide education to callers on the benefits of utilizing the member and provider insurance portals. Service dental, medical, vision and physical therapy members and providers using the member and provider portals offered by SKYGEN USA. Provide feedback to multiple internal departments regarding issues found on the member and provider portals. Ensure all calls are answered according to company and client guidelines. Accurately document call information and resolution in internal systems while engaging with members and providers. Properly identify potential issues that are not easily resolved and escalate appropriately to Manager. Perform outbound calling projects as directed. Additional Responsibilities: Utilize multiple modules in the Enterprise System to research portal questions. Work with internal departments to produce, maintain, and deliver portal training references and materials. Work with call center to resolve outstanding follow ups generated from incoming calls. Using automated systems, maintain updated data on portals by verifying accuracy and handling any exceptions or issues. Act as a liaison between portal users and clients to resolve escalated issues. Provide recommendations on system enhancements and process improvements to management. Assist department with administrative tasks and additional duties as needed.

Requirements

High school diploma/GED required
1 year of customer service experience (Call Center, Provider Relations).
Intermediate knowledge of Microsoft programs (Word, Excel, and email)
Excellent attention to detail
Excellent oral and written communication skills
Ability to successfully meet timelines for project plans
Strong navigation skills and the ability to multi-task

Nice To Haves

Associates degree/2 year degree in related field
1-3 years of customer service experience (Call Center, Provider Relations).
Knowledge of contract terminology
Understanding of reimbursement methods
Knowledge of dental, medical, physical therapy and vision products and terminology

Responsibilities

Increase member, provider and client use of our web based solutions for claims submission, payments, and authorizations.
Provide education to callers on the benefits of utilizing the member and provider insurance portals.
Service dental, medical, vision and physical therapy members and providers using the member and provider portals offered by SKYGEN USA.
Provide feedback to multiple internal departments regarding issues found on the member and provider portals.
Ensure all calls are answered according to company and client guidelines.
Accurately document call information and resolution in internal systems while engaging with members and providers.
Properly identify potential issues that are not easily resolved and escalate appropriately to Manager.
Perform outbound calling projects as directed.
Utilize multiple modules in the Enterprise System to research portal questions.
Work with internal departments to produce, maintain, and deliver portal training references and materials.
Work with call center to resolve outstanding follow ups generated from incoming calls.
Using automated systems, maintain updated data on portals by verifying accuracy and handling any exceptions or issues.
Act as a liaison between portal users and clients to resolve escalated issues.
Provide recommendations on system enhancements and process improvements to management.
Assist department with administrative tasks and additional duties as needed.