Customer Support Associate Healthcare
Customer Support Associate Healthcare
Posted on :
16-10-2024
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Posted on :
16-10-2024
Job Description
LOOKING FOR FILIPINOS OR PHILIPPINESBASED CANDIDATES
We prioritize processing one application at a time. If you have applied for multiple job openings within our organization we kindly request that you direct any update inquiries to the team responsible for handling your initial application.
Position: Customer Service Associate (Healthcare Insurance)
Working Hours: 30 hours a week 10am 4pm PST increase to 40 hours a week if things are going well after some time)
Salary Range: up to 1300 USD
Contract Type: Independent Contract
About the Company
This company was founded in early 2021 by two women of color in response to the shortcomings of the current mental health care system for underserved communities with intersectional identities. Inspired by their personal experiences they envisioned a solution that provides culturally sensitive therapy and coaching tailored to the unique needs of these communities.
About the Role:
We are looking to hire a Customer Support Associate to work directly with our Head of Clinical Operations. This individual will initially focus on responding to email inquiries from both patients and providers while helping to keep our internal operational trackers updated with the latest data. Additional backoffice tasks will include approving patient applications processing provider payments and verifying insurance eligibility.
Over time once we are satisfied with the initial work we will increase this associate's responsibilities to include answering incoming calls and serving as a care coordinator to assist patients with questions about scheduling our care model and other inquiries to help improve our conversion rates.
We require someone who is capable of wearing multiple hats working in a fastpaced environment and possesses excellent written communication skills. The ideal candidate should be very friendly and empathetic towards both patients and providers have a strong foundation in English and possess some familiarity with HIPAA laws and healthcare.
Duties and Responsibilities:
Monitoring and Response:
Qualifications:
Please note before applying: as part of the process you will be asked to create a 12 minute video introduction. We hope you're comfortable with this before clicking "apply." There's no need to do it now as our Senior Recruiters will advise you when it's time. Thank you!
We prioritize processing one application at a time. If you have applied for multiple job openings within our organization we kindly request that you direct any update inquiries to the team responsible for handling your initial application.
Position: Customer Service Associate (Healthcare Insurance)
Working Hours: 30 hours a week 10am 4pm PST increase to 40 hours a week if things are going well after some time)
Salary Range: up to 1300 USD
Contract Type: Independent Contract
About the Company
This company was founded in early 2021 by two women of color in response to the shortcomings of the current mental health care system for underserved communities with intersectional identities. Inspired by their personal experiences they envisioned a solution that provides culturally sensitive therapy and coaching tailored to the unique needs of these communities.
About the Role:
We are looking to hire a Customer Support Associate to work directly with our Head of Clinical Operations. This individual will initially focus on responding to email inquiries from both patients and providers while helping to keep our internal operational trackers updated with the latest data. Additional backoffice tasks will include approving patient applications processing provider payments and verifying insurance eligibility.
Over time once we are satisfied with the initial work we will increase this associate's responsibilities to include answering incoming calls and serving as a care coordinator to assist patients with questions about scheduling our care model and other inquiries to help improve our conversion rates.
We require someone who is capable of wearing multiple hats working in a fastpaced environment and possesses excellent written communication skills. The ideal candidate should be very friendly and empathetic towards both patients and providers have a strong foundation in English and possess some familiarity with HIPAA laws and healthcare.
Duties and Responsibilities:
Monitoring and Response:
- Monitor and respond to client inquiries via email and chat with calls to be incorporated after the initial time period.
- Log and document all activities in the master tracker to ensure accurate recordkeeping.
- Update status and notes for each client’s conversion journey.
- Take ownership of endtoend support ticket resolution to ensure timely completion.
- Follow up with clients via email with calls added after the initial time period.
- Run insurance eligibility checks for client applications.
- Match clients with appropriate therapists and coaches.
- Document insurance appointments in the Headway tracker.
- Upload notes to Headway for processing claims.
- Act as a thought partner in clinical operations by identifying and flagging recurring issues.
- Escalate difficult tickets to the lead for further resolution.
- Ensure ontime support response exceeds 99%.
- Maintain an ontime response time of less than 8 business hours.
- Achieve application/matching response time of less than 1 day.
- Update the Patient Tracker within 24 hours.
- Support highlevel goals by ensuring client satisfaction throughout the process.
Qualifications:
- Previous experience in customer support particularly in a healthcare setting is highly desirable.
- Excellent verbal and written communication skills with the ability to convey information clearly and empathetically to patients and providers.
- Familiarity with customer support software operational trackers and common office applications (e.g. Microsoft Office Google Workspace). Experience with electronic health record (EHR) systems is a plus.
- Strong analytical and problemsolving abilities to address patient and provider inquiries effectively and efficiently.
- Understanding of HIPAA regulations and the importance of patient confidentiality in a healthcare environment.
Please note before applying: as part of the process you will be asked to create a 12 minute video introduction. We hope you're comfortable with this before clicking "apply." There's no need to do it now as our Senior Recruiters will advise you when it's time. Thank you!
Employment Type
Full Time
Key Skills
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