Customer Service Center Representative
Randstad is now seeking an experienced Call Center Representative to join our rapidly growing team. We currently have an opening for call center representatives with a Fortune 6 healthcare company. Please send all qualified resumes to firstname.lastname@example.org
Position background - what does this position accomplish for the business? Coordinators are responsible for various non-clinical tasks performed in support of the UR pre-authorization process. Coordinators may interact with members, providers, hospitals and other facilities, as well as the Clinical teams. Responsibilities include: handling incoming calls and answering questions or transferring members as appropriate; managing incoming faxes, mail and portal requests; initial triage of requests; intake of pre-authorization requests; setting up cases in systems; managing referrals; fulfillment of cases including approval and denial letters; and other tasks as assigned. Must have basic understanding of all health plans and requirements.
1. answering incoming phone calls from providers
2 handling incoming faxes or web requests
3. look up member eligibility and provider status in various systems
4. build prior authorization or referral cases
5. route cases to correct queues (next steps)
Working hours: 6:50 AM - 3:20 PM
What software tools/skills are needed to perform daily responsibilities? We use Microsoft outlook and other Microsoft apps as well as several internal custom applications. Ability to learn the different systems quickly, be able to jump in and become productive within the team quickly, have high accuracy/quality and are willing to ask for help when they aren't 100% sure of the answer. Clear and professional English speaking and writing skills are critical as these staff interact with our provider offices
What skills/attributes are nice to have, and will set a candidate apart? Previous health care experience, knowledge of CPT codes, prior authorizations, Medicare, etc
How will performance be measured? We have production metrics, quality metrics, metrics on phone coverage, and attendance metrics.
Shift Start/End Time: two shifts available
6:50am - 3:20pm central time
7:50am - 4:20pm central time
Dress Code: dress slacks/skirts and tops M-TH, fri casual - jeans and work appropriate tops
1. call center experience, must be able to multi-tasks, look up info and enter info while on phone
2. data entry skills - type at least 45 wmp
3. accurate data entry and attention to details
4. analytical and comparison skills
5. interact positively with co-workers and internal/external customers verbally and in written communication
6. health care experience preferred
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.