LanguageLine Solutions · 17 hours ago
Research Associate
United States
Full-time
Remote
Entry Level
1+ years expHealth Advocate is the nation’s leading provider of health advocacy and integrated benefits programs. The Research Associate is responsible for researching and understanding the healthcare system, providing information to nurses and members, and ensuring exceptional customer service while tracking cases and following up in a timely manner.
Language LearningNatural Language ProcessingTranslation Service
Responsibilities
Research and understand websites and reference materials regarding the healthcare system ensuring adherence to department and corporate policies and procedures
Research and document request information (e.g., primary care physicians, dentists, etc.)
Identify appropriate benefit plans for benefit offerings
Provide information to advocates regarding providers, eldercare, nursing homes and other requested information
Respond to member requests by providing specific resources and options
Enter all required documentation into the system and ensure its accuracy
Ensure research results are compiled in a user friendly format for members to review and respond
Track cases and follow-up with members and providers in a timely manner
Exercise exceptional customer service skills in an effort to optimize each contact with the member
Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations
Know and support approved departmental and corporate policies and procedures relating to benefit issues
Ensure policies and procedures are in compliance with all applicable laws and regulations, including the privacy of employee health information in compliance with federal and state laws such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Consolidated Omnibus Budget Reconciliation Act of 1985 (COBRA)
Assist in resolving routine research issues by identifying issue(s) and researching in a timely manner
Document all issues thoroughly maintaining department files or appropriate system
Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services
Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels
Establish and maintain a professional relationship with internal/external customers, team members and department contacts
Cooperate with team members to meet goals or to complete tasks
Provide quality customer service that exceeds customer expectations and improves level of service being provided
Treat all internal/external customers, team members and department contacts with dignity/respect
Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
Consequently, job incumbents may be asked to perform other duties as required
Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
Qualification
Required
High School Diploma or G.E.D
Basic knowledge of MS Word, Excel, and Web Navigation required
Must score acceptably on job related testing
Ability to pass standardized interview
Ability to work in a team environment
Strong communication (verbal and written) skills and phone etiquette
Ability to provide requested research or information to physicians' offices, hospitals, insurance companies and nurses
Highly effective listening skills
Strong problems solving/issue resolution skills
Excellent customer service and customer resolution skills
Organizational and administrative skills including follow-up on issues and the ability to multitask
Preferred
Associates degree from an accredited college or university with major course work in business administration, liberal arts, healthcare management, or a related field preferred
Minimum of one year healthcare experience preferred
Based on assignment may need to be bilingual in English, Spanish, etc
Company
LanguageLine Solutions
LanguageLine Solutions is the global langauage solutions provider of on-demand, spoken interpretation and translation services.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
unknown2016-09-19Acquired
Leadership Team
M
Michael McFerrin
Co-Founder
J
Jeff Munks
Founder
Recent News
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