Help Desk

Responsibilities and Duties:

• Monitor and manage tickets raised in Availity, originating from provider offices or Availity Customer Service representatives.
• Ensure timely and accurate responses to tickets through the Availity platform.
• Initiate follow-up calls to provider offices when additional clarification or information is required.
• Develop and maintain Standard Operating Procedures (SOPs) for the consistent handling of ticket types, including a triage process for offshore restrictions.
• Create and maintain detailed reports for internal tracking and audit purposes.
• Develop tracking mechanisms to monitor ticket volume, resolution times, and response quality.
• Provide weekly reporting on ticket turnaround time, types of inquiries, trends and recurring issues from ticket data to support continuous process improvement
• Develop and implement call scripts or response templates for frequently occurring ticket scenarios, ensuring consistency and efficiency

Required Qualifications:

• Bachelor’s Degree OR additional years of experience in lieu of degree
• 1-3 years of help desk experience
• Proficient with MS Office Suite (Excel, Office, Teams, etc.)
• Excellent communication skills
• Critical thinking
• Self-starter

Preferred Qualifications:

• Experience with Availity
• Experience with Predictal

Job Type: Contract

Pay: From $23.00 per hour

Expected hours: 40 per week

Education:

• Bachelor's (Required)

Experience:

• Help desk: 1 year (Required)
• Availity: 1 year (Required)
• Predictal: 1 year (Required)

Work Location: Remote

Salary : $23