Healthcare Call Center Representative - Remote
$29,100–$41,600 year
RemoteOhio, United States
Job Summary
Handle inbound and outbound calls regarding healthcare services, Medicaid, eligibility, claims, billing, and provider inquiries for the Ohio Fiscal Intermediary account. Assess customer needs, research inquiries using job aids and knowledge bases, and resolve questions or concerns during the first interaction whenever possible. Document interactions completely and accurately, escalate complex issues through established paths, and identify recurring trends to communicate to team members. Collaborate with peers to support operational objectives while adhering to HIPAA and data privacy requirements. Meet productivity and quality standards including Average Handle Time and schedule adherence. This fully remote role requires a wired Ethernet connection and 150 Mbps internet speed.
Required Qualifications
- At least one year of contact center or customer service experience
- Experience supporting Medicaid, provider services, healthcare operations, or a related healthcare environment
- Experience using contact center platforms such as NICE, CXone, Avaya, Verint, or similar tools
- Basic to intermediate proficiency in Microsoft Office
- Ability to navigate multiple systems simultaneously
- Strong verbal communication and active listening skills
- Ability to communicate information clearly and professionally
- Strong attention to detail
- Organizational skills
- Ability to manage multiple tasks accurately in a fast-paced environment
- Effective problem-solving and critical-thinking skills
- Ability to assess customer needs
- Ability to research information
- Ability to determine the appropriate resolution
- Must meet remote-work technology requirements, including a wired Ethernet connection and a minimum internet speed of 150 Mbps
- Must complete the Assessment as part of the interview process
- Video cameras must be used during all interviews, as well as during the initial week of orientation
- Must follow HIPAA, data privacy, security, and confidentiality requirements when handling protected or sensitive information
Desired Qualifications
- Experience supporting Medicaid, provider services, healthcare operations, or a related healthcare environment is preferred
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