The Client Support Agent is responsible for establishing a relationship with the assigned provider offices and Client Services Team.
Responsibilities
Manage the Outreach Managers Group email to resolve Client Services needs
Contact assigned Medical Offices with Special Handling codes
Use call scripts to encourage medical providers to send in charts via Field Tech, Fax, Mail or Provider Portal
Respond to questions or concerns from provider offices and Health Plan
Follow-up on initial contacts.
Complying with HIPAA (Health Insurance Portability and Accountability Act) ensuring the right to privacy for patient's records.
Log all call transactions into the designated computer software system.
Meet minimum call volume and quality requirements for the position; adhere to daily and weekly call goals as directed
Accurate record keeping and data management.
Maintain an excel spreadsheet of daily work as directed.
The employee must be able to follow Company policies; receive directions from others; work effectively with co-workers in a constructive and positive manner; listen to and objectively consider ideas and suggestions for improvement; keep others informed of work progress, deadlines, or other pertinent issues; address problems constructively to find acceptable solutions; keep commitments; and always respect the diversity of the Company's work force in actions, words and deeds.
Other duties as assigned.
Qualifications
1 year of Call Center Experience, outbound call and/or sales call experience strongly preferred.
Demonstrated understanding of medical terminology.
Exceptional accuracy and attention to detail.
Strong verbal and written communication skills in English.
Telephone skills including the ability to speak clearly with a pleasant and professional tone.
Able to interpret and communicate information accurately.
Possess good judgment, patience and diplomacy.
Ability to work in fast-paced, results-based environment.
Basic computer skills including Windows based applications (Word, PowerPoint, Excel and Outlook) including the ability to work with CIOX web-based medical record applications.
Flexibility with working hours, which may include hours outside of normal scheduled work hours.
To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Ciox Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.
