What are the responsibilities and job description for the Customer Service - Work at Home position at ibex?
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About The Role
Customer Service Representatives will be working directly with the customer to answer general inquiries, address concerns, and assist with requests about products and services across multiple lines of business. The CSR must project a professional company image and provide superior customer service while working with customers through any of the customer contact channels.
Responsibilities
Your day to day will involve:
Must Haves for Work at Home:
This role is currently limited to candidates residing in
Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Kentucky, Louisiana, Michigan, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Vermont, Virginia, West Virginia, Wisconsin, and Wyoming.
Preferred
About The Role
Customer Service Representatives will be working directly with the customer to answer general inquiries, address concerns, and assist with requests about products and services across multiple lines of business. The CSR must project a professional company image and provide superior customer service while working with customers through any of the customer contact channels.
Responsibilities
Your day to day will involve:
- Resolving coordination of benefits inquires by analyzing patient activity (including enrollment, third party liability, claims attachments).
- Having a comprehensive understanding of insurance coverage and being able to interpret and communicate accurate information.
- Thoroughly and completely documenting all customer interactions.
- Educating customers and dental professionals on eligibility, benefits, claims payment, and authorizations.
- Educating on the usage and benefits of self-service tools.
- Assisting members on gaining access to care by locating a network dentist or assignment to a primary care dentist.
- Directing inquires to necessary departments or individuals when the resolution of the inquiry is beyond the span of control for this role.
- Responding to customer inquiries in a courteous and professional manner.
- Researching and consistently providing accurate information to resolve all member and provider inquiries through verbal and written communications through all channels including phone, email, web portal, and chat interactions.
- Responding to and resolving internal and external complex customer inquiries.
- Resolving claim payment inquiries by researching and analyzing patient activity and determining appropriate action to be taken.
- Taking ownership of the resolution and setting expectation for follow up.
- Ensuring resubmissions, stop payments, and voids are appropriately handled.
- Meeting or exceeding individual, department, and client specific goals.
- Understanding and adhering to all client administrative and contractual policies and procedures.
- Suggesting ways to improve the service delivery processes contributing to the success of the organization.
- Other duties as assigned.
Must Haves for Work at Home:
- Private, distraction free workspace (not a shared/common area of the home)
- Hard wired ethernet internet connection with minimum speeds of 50 Mbps Download / 10 Mbps Upload. (5G, hotspots, and satellite internet not supported)
- Active wireless phone service
- Must remain on camera during working hours
This role is currently limited to candidates residing in
Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Kentucky, Louisiana, Michigan, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Vermont, Virginia, West Virginia, Wisconsin, and Wyoming.
Preferred
- Experience in healthcare or related industry experience
- Medical/Dental terminology knowledge experience
- Medicare/Medicaid knowledge
- Claims/Billing and coding experience
- Medical, Dental, and Vision insurance
- 401(k) Retirement Savings Plan
- Paid Time Off
- Paid T-Mobile cell service
- Employee referral program
- Employee PerkSpot (discounts on retail, hotel, food, restaurants, car rental and much more!!)