AU
We are seeking a customer-focused Provider Contact Representative to support healthcare providers by handling inbound calls related to claims and provider inquiries. This is primarily a telecommuter position for California residents. Employees must be able to report to the El Segundo office if they experience an internet or power outage and reside within 50 miles of the office.
Key Responsibilities
Answer approximately 62 inbound provider calls per day regarding claims status and related inquiries.
Research and resolve provider questions while delivering accurate and timely information.
Document all interactions thoroughly by logging detailed call notes in the appropriate system.
Maintain established performance metrics, including:
Service Level Goal: 80/60
Average Handle Time (AHT): 6 minutes or less
Average Talk Time (ATT): 5 minutes 30 seconds or less
Escalate complex issues when appropriate and follow established workflows for resolution.
Utilize templates and system resources to provide consistent and accurate responses.
Participate in virtual team meetings and training sessions.
Maintain confidentiality and comply with company policies and procedures while delivering excellent customer service.
Required Skills
Strong customer service and communication skills.
Ability to multitask in a fast-paced, high-volume call center environment.
Basic to intermediate proficiency with:
Microsoft Excel (spreadsheets)
Microsoft Word
Microsoft Teams
Copying and pasting templates
Entering and maintaining accurate documentation and notes
Strong attention to detail and organizational skills.
Schedule & Training
Work Hours: Monday-Friday, 8:00 AM-4:30 PM
Training: Virtual training for 1-2 weeks, Monday-Friday, 8:00 AM-4:30 PM
Work Location
Employment Type
Pay Details: $12.84 per hour
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
Military connected talent encouraged to apply
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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
The California Fair Chance Act
Los Angeles City Fair Chance Ordinance
Los Angeles County Fair Chance Ordinance for Employers
San Francisco Fair Chance Ordinance
Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.