Sr. Medical Customer Service Rep - Outbound - MultiPlan

Sr. Medical Customer Service Representative

Remote

Imagine a workplace that encourages you to interpret, innovate and inspire. Our employees do just that by helping healthcare payers manage the cost of care, improve competitiveness and inspire positive change. You can be part of an established company with a 40-year legacy that helps our customers thrive by interpreting our client's needs and tailoring innovative healthcare cost management solutions.

Our commitment to diversity, inclusion and belonging are part of the fabric of our company. We strive to create a workplace that fosters mutual respect and collaboration, where every talented individual can participate and perform their best work. We are MultiPlan and we are where bright people come to shine!

Find more information on what it’s like to be a MultiPlan employee on our Careers page at www.multiplan.com

JOB ROLES AND RESPONSIBILITIES

* Mentor new team members as requested by the Team Leader. Monitor trainee accuracy and update Team Leader on progress.

* Manage professional growth by collaborating with Team Leader and quality assessors to identify individual training needs concerning performance, productivity and quality and ensure training goals are met. Work with Management to constantly improve procedures, environment and policies.

* Handle high priority and escalated internal, external and/or client campaigns/issues.

* Coach less experienced team members for optimal quality, data integrity, consistency and performance.

* Communicate with customers primarily by phone to verify and correct demographic information

* Educate Providers; research and resolve a variety of customer demographic inquiries at the point of service to ensure customer retention and satisfaction.

* Ensure delivery of accurate information updates for input into all of the Company’s applications.

* Identify ways to improve current processes and work with Team Leader to implement new procedures.

* Keep Team Leader aware of pertinent issues and information warranting their knowledge, action or resolution.

* Collaborate, coordinate, and communicate across disciplines and departments.

* Ensure compliance with HIPAA regulations and requirements.

* Demonstrate Company’s Core Competencies and values held within.

* Please note due to the exposure of PHI sensitive data – this role is considered to be a High Risk Role.

* The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

REQUIREMENTS

* Minimum HS Diploma or GED

* Minimum 3 years customer service experience preferably in a similar call center environment or related industry

* Prior experience in a Call Center leadership or coaching position preferred

* Prior experience working on priority, high level or client requested special call projects

* Required licensures, professional certifications, and/or Board certifications as applicable

* Knowledge of medical and claim terminology

* Knowledge of healthcare/managed care industry, types of services and general business processes

* Communication (written, verbal, listening), mentoring, organizational, problem solving, leadership, customer service, interpersonal, follow up and data entry skills

* Ability to demonstrate reliability and dependability

* Ability to handle escalated situations in a customer service oriented and professional manner

* Ability to separate professional rules from personal feelings

* Ability to maintain confidentiality in all required situations

* Ability to dissect, organize and format multiple types of complex provider data for promotional use and/or reporting

* Ability to customize communication style to educate internal and external customers

* Ability to work independently as well as part of a team

* Ability to prioritize and manage time

* Ability to coach in a way that champions positive constructive feedback

* Ability to use software, hardware, and peripherals related to job responsibilities, including Microsoft Excel and other Microsoft Office products

* Ability to use standard office equipment

BENEFITS

We realize that our employees are instrumental to our success, and we reward them accordingly with very competitive compensation and benefits packages, an incentive bonus program, as well as recognition and awards programs. Our work environment is friendly and supportive, and we offer flexible schedules whenever possible, as well as a wide range of live and web-based professional development and educational programs to prepare you for advancement opportunities.

Your benefits will include:

* Medical, dental, and vision coverage (low copay & deductible)

* Life insurance

* Short- and long-term disability

* 401(k) + match

* Generous Paid Time Off

* Paid company holidays

* Tuition reimbursement

* Flexible Spending Account

* Employee Assistance Program

* Summer Hours

EEO STATEMENT

MultiPlan is an Equal Opportunity Employer and complies with all applicable laws and regulations. Qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status. If you would like more information on your EEO rights under the law, please click here.

The salary range for this position is $19.00 to $23.00/hour. Specific offers take into account a candidate’s education, experience and skills, as well as the candidate’s work location and internal equity. This position is also eligible for health insurance, 401k and bonus opportunity.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled