Title: Healthcare Investigation /Customer Service representative
Location: The position is 100% work from home working EST hours
Shift/Hours: working EST hours
Start/End Dates: 7/22/24 – 1/31/2025
Job Description
Delivers specific delegated Customer Service tasks assigned by a supervisor.
Receives requests by mail, telephone, or in person regarding insurance claims/policies.
Responds to inquiries from policy holders, providers and/or others for information and assistance.
Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
Mails or routes claim forms and supporting documentation to various units for final processing.
Position typically requires excellent interpersonal skills, ability to understand and interpret policy provisions.
Independently responds to inquiries, grievances or complaints of moderate to substantial complexity.
Completes day-to-day tasks without immediate supervision, but has ready access to advice from more experienced team members.
Tasks involve a degree of forward planning and anticipation of needs/issues.
Resolves non-routine issues escalated from more junior team members.
non-neogitable skills:
effecitve customer service skills
understanding of customer service process
organizational skills
effective communication skills
Minimum Degree Required: Completed High School (Diploma or GED)
Position Details
- Job Role: Customer Service Representative (CSR)
- Work Hours: EST hours, 8:00 AM - 5:00 PM or 9:00 AM - 6:00 PM, Monday to Friday
- Work Environment: 100% remote
- Contract: Project can be extended
Qualifications
- Experience:
- 2-3 years of customer service experience
- Experience in healthcare, specifically with 340B and 340B replenishment
- Familiarity with SAP
- Knowledge of EDI (Electronic Document Interface)
- Skills:
- Strong organizational skills
- Proficient in data entry
- Excellent multitasking abilities
- Proficient in email communication and follow-up calls
- Strong investigation skills to explore all avenues and provide thorough assistance
- Excellent probing and questioning abilities
Responsibilities
- Assist customers primarily through email communication (85%) and follow-up calls (15%)
- Handle customer inquiries related to order placement, providing PO numbers, and invoice requests
- Investigate and resolve customer issues by exploring all possible avenues
- Ensure accurate data entry and maintain organized records
- Coordinate with the pharmacy and specialty service departments such as Acredo, CVS, Optum for order replenishment, vendor setup, and clinical trial support
- Manage and support the 340B replenishment program
- Conduct account setup and ensure orders are coming in accurately
Additional Information
- Training: 2-3 weeks of corporate training covering:
- Order placement
- Checking shipping addresses
- Account setup in the system
- Replenishment program procedures
- Interview Process: One level interview scheduled for next week
Job Type: Contract
Pay: $16.00 - $17.00 per hour
Schedule:
Experience:
- Call center: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Work Location: Remote