Production Agent L1

Wipro•Tampa, FL

3d•Remote

About The Position

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. This role involves supporting the process by managing transactions as per required quality standards, fielding all incoming help requests from clients via telephone and/or emails in a courteous manner, and documenting all pertinent end-user identification information, including name, department, contact information, and the nature of the problem or issue. The agent will update their availability in the RAVE system to ensure productivity, record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions. They will follow standard processes and procedures to resolve client queries as per the SLA defined in the contract, access and maintain internal knowledge bases, resources, and frequently asked questions to aid in effective problem resolution, and identify and learn appropriate product details to facilitate better client interaction and troubleshooting. Additionally, the role requires documenting and analyzing call logs to spot trends, maintaining and updating self-help documents for customers, identifying red flags and escalating serious client issues to the Team Leader, and ensuring all product information and disclosures are given to clients before and after call/email requests, while avoiding legal challenges by complying with service agreements.

Requirements

Minimum of a High School Diploma / GED
1+ years of professional experience in an office or healthcare environment
Prior customer service experience making outbound calls
Prior Work from home experience
Proficiency in using a computer
Experience working with Microsoft Office Products including Microsoft Outlook (ability to create, edit, save, and send emails), Microsoft Word (ability to create, edit, save, and send documents), and Microsoft Excel (ability to create, edit, save, and send spreadsheets)
Ability to work an eight (8) hour shift Sunday-Saturday between 7am-7pm; Tuesday-Saturday or Sunday-Thursday shifts may be available
Flexibility to work outside standard hours of operations due to changing business needs
Ability to trouble shoot and setup computer equipment independently
Previous experience working with back office medical platforms and/or authorizations systems
Experience working within the Healthcare Industry, Hospital, Physician's Office, or Medical Clinical setting, Medical Terminology, ICD-10 and CPT codes, Medicare and/or Medicaid Services
Professional experience in a Clerical or Administrative support related role
Able to quickly learn various computer systems or applications
Strong communication skills; Written and verbal
Candidate needs to be highly organized
Analytical, problem solving and decision-making skills
Team oriented
Claims_Processing

Responsibilities

Support process by managing transactions as per required quality standards
Field all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLA defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by complying with service agreements
Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
Update job knowledge by participating in self learning opportunities and maintaining personal networks