Job Title: Customer Solutions Representative

Client: Large Healthcare Insurer

Location: Downtown Indianapolis, IN, Onsite

Start Date: ASAP

Duration: 6-month Contract-to-Hire

Summary:

Our client is a not-for-profit, academic medical health center and is Indiana's most comprehensive healthcare system, comprising more than 20 hospitals and health centers statewide. A unique partnership with the School of Medicine, one of the nation's leading medical schools, gives patients access to innovative treatments and therapies. Our client is comprised of hospitals, physicians and allied services dedicated to providing preeminent care throughout Indiana and beyond.

Our client has 10 clinical programs ranked among the top 50 national programs in U.S. News & World Report's 2015-16 edition of America's Best Hospitals, 10 out of 10 specialty programs at their children's hospital ranked among the top 50 children's hospitals in the nation, and six hospitals designated as Magnet® hospital systems by the American Nurses Credentialing Center recognizing excellence in nursing care.

Job Description:

Our client in downtown Indianapolis is looking to bring in a team of Customer Solutions Representative to add to their current team as they continue to grow. These team members will be joining the Utilization Management Intake team, which is currently comprised of 30. Below is an overview of job duties and experience for the position.

• Answering incoming calls about claims from patients (50% of day). There are roughly 100 calls that come in each day.
• Processing incoming faxes and either sending them to the appropriate team or entering into the system (50% of day).
• Looking for resources who are flexible, can adapt to change, have strong customer service skills and communication, and are somewhat tech-savvy who can work within multiple systems.
• Nice to have experience:
• Experience working within a previous Health Plans call center
• Experience with prior authorization and familiarity with medical codes/terminology
• Some sort of college education is a plus: either an Associate’s or Bachelor's in a healthcare-related field.

Core Competencies for the role

• Strong customer service skills: ability to assess customer needs; possesses motivational interviewing and active listening skills, high level of emotional intelligence, passion to help; showcases compassion and empathy in all interactions
• Ability to thrive in an ambiguous environment; adaptable; flexible; self-motivated
• High level of attention to detail; strong organizational skills
• Critical thinking: solution oriented; decision making; problem solver, tenacity, issue/conflict resolution; self-sufficient; positive attitude; team player, collaborator
• Learning agility: ability to learn via a variety of methods (virtual, in-person, eLearning, self-study, etc.);
• Strong time management skills; multi-task, work well under pressure
• Persuasion; ability to "close"

Schedule:

The schedule for these roles can vary but the rotating hours are M-Fr 7:00 am – 7:00 pm. Please expect 40 hours each week with the potential for overtime work.

Opportunity for Growth:

The goal for these Customer Service Representatives is to eventually grow within the organization into a Team Lead or Supervisor role. There is also an opportunity to move to other areas of the organization, such as Claims, Provider Relations, etc. Customer Solutions Representative role

Job Type: Full-time

Pay: From $16.00 per hour

Expected hours: 40 per week

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person

Application Question(s):

• How many years of experience do you have working with Health Insurance plans?
• On average, how many calls per day were you able to complete in your last position?
• Are you comfortable working in a call center environment?

Experience:

• Call center: 2 years (Required)

Ability to Commute:

• Indianapolis, IN (Required)

Work Location: In person