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Company

Strategic Staffing Solutions · 1 day ago

Account Advisor

Baton Rouge, LA

Full-time

Remote

Entry Level

$25/hr - $25/hr

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Responsibilities

Resolves benefits and claims inquiries via telephone from our members or providers in the call center.

Promotes and maintains a positive company image through direct contact with customers.

Complies with all laws and regulations associated with duties and responsibilities.

Researches several computerized systems to resolve simple to complex provider inquiries, ensuring accurate research is complete prior to execution.

Analyzes and identifies possible system errors and/or patterns, responding to inquiries regarding adjustments, refunds, edits, and/or payment registers to ensure completeness, accuracy, and customer satisfaction.

Ensures service level agreements and quality assurance are compliant, consistent, effective, and efficient.

Maintains expectations of First Call Resolution, After Call Work, Average Speed to Answer, Adherence, and other performance measurements to ensure customer satisfaction.

Adopts a workplace attitude that embraces customer-centric behavior, organizational cultural beliefs, company values, and divisional requirements, including efficiency, accuracy, adherence, and confidentiality.

Maintains knowledge of required lines of business, changes to applicable company policies/procedures, recent laws and regulations, medical terminology, and related computer systems to ensure information is current and accurate when providing service to customers.

Composes and proofreads letters to customers, group leaders, brokers, insurance companies, and other plans describing payment amounts or any other written correspondence to ensure customer satisfaction.

Accountable for complying with all laws and regulations associated with duties and responsibilities.

Performs job duties in a normal and clean office environment with normal noise levels.

Work is predominately done while sitting or standing.

Ability to comprehend, document, and analyze is required.

Qualification

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Call Center ExperienceFEP ExperienceFacets ExperienceMedical Office Assistant CertificationMedical Coding CertificationMicrosoft OfficeCustomer Service Skills

Required

High school diploma or equivalent required.

Must meet at least one of the following: Two (2) years call center experience.

One (1) year call center experience and one (1) year FEP and/or Facets experience.

Completion of a medical office assistant or medical coding diploma/certificate and one (1) year in a call center environment.

Excellent verbal and written communication skills along with reading comprehension skills due to the high amount of direct customer contact and the need to understand customer contract benefits and training materials.

Ability to remain diplomatic when dealing with internal and external customers.

Excellent listening skills to effectively understand issues presented verbally by customers.

Demonstrates the ability to listen, type, and talk simultaneously.

Effective organizational and interpersonal skills.

Ability to multi-task, handle work independently, and organize/prioritize multiple customer issues.

Comfortable being monitored for efficiency, accuracy, and customer satisfaction while maintaining confidentiality of information.

Working knowledge of relevant PC software (Microsoft Office).

Verbal communication skills to handle stressful situations in a call center environment (approximately 95% of the time).

Punctual and regular attendance required.

Ability to sit at a desk and answer calls for prolonged periods of time with pre-determined breaks.

Ability to comprehend, document, and analyze is required.