Client Services Support Representative
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About this role
MISSION
Our mission is to enhance well-being by connecting individuals with vital health resources through a compassionate workforce that embodies the spirit of neighbors helping neighbors.
VALUES
HealthOne is guided by a cultural framework that embodies our values and drives our decisions.
Our PURPOSE is to care for people by connecting them to resources that help protect them in health related situations. To fulfill our purpose, we align our PRIORITIES to ensure each decision we make is ethical, empathetic, economical, and efficient. We care for PEOPLE by being welcoming, authentic, truthful, consistent, and humble. We are continuously looking for ways to improve our PROCESS and how we get things done.
HealthOne seeks individuals with integrity and heart to embody our values. Whether you’re starting your career or looking to develop additional skills to reach your full potential, HealthOne provides the means to help you achieve your goals.
JOB PURPOSE
The Client Services Support Representative is responsible for handling incoming provider phone calls related to claims status and inquiries, as well as processing member payments over the phone. While the role includes taking payments from members, it does not involve handling other member-related questions such as benefit interpretation, general member services, or enrollment inquiries. This position supports a focused set of call types, ensuring the delivery of timely, accurate information and professional service in a high-volume, time-sensitive environment.
ESSENTIAL JOB DUTIES
- Answers incoming provider phone calls regarding claims status and payment-related questions
- Researches claim status and communicates findings to the provider clearly and accurately
- Takes member payments over the phone and processes them according to company procedures
- Documents all interactions in the appropriate system(s) accurately and timely
- Adheres to standard operating procedures, call scripts, and compliance requirements
- Escalates unresolved or complex issues to appropriate internal teams as necessary
- Meets defined performance targets related to call handling time, accuracy, and quality
- Attends training sessions and team meetings as scheduled
- Maintains regular and predictable attendance
- Consistently demonstrates compliance with HIPAA regulations, professional conduct, and ethical practice
- Works to encourage and promote Company culture throughout the organization
- Other duties as may be assigned
QUALIFICATIONS
- Requires a high school diploma or its equivalent
- Ability to learn quickly and be self-motivated
- Customer service experience preferred
- Confidentiality and time management skills
- Bilingual preferred
- Knowledge of healthcare billing, claims and insurance a bonus
PHYSICAL REQUIREMENTS
Prolonged periods of sitting at a desk and working on a computer. Moderate to significant amount of stress in meeting deadlines and dealing with day-to-day responsibilities.
BENEFITS
401K (4% Match, Immediate Vesting)
Accident insurance
Competitive salary
Critical Illness Insurance
Dental Insurance
Employee Assistance Program
Flexible Spending Account
Health & Wellness Program
Health Savings Account
Life & AD&D Insurance
Long Term Disability
Medical Insurance
Paid Time Off
Pet Insurance
Short Term Disability
Vision Insurance
PRE-EMPLOYMENT SCREENING
Drug Screen and Background Check Required
HEALTHONE IS AN EQUAL OPPORTUNITY EMPLOYER
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status, or any other status protected by state or federal law.
Company
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