Customer Care Specialist

Premier Healthcare Exchange, Inc. Bedminster , NJ 07921

Posted 2 months ago

Zelis is a healthcare information technology company and market-leading provider of end-to-end healthcare claims cost management and payment solutions.

Inc.5000 award winner: One of the fastest growing privately held companies in the US!

Ranked #1 by NJ Biz as the Fastest Growing Company in NJ!

COMPANY BACKGROUND/CULTURE

Zelis is a market-leading healthcare technology company providing integrated

healthcare cost management and payments solutions including network analytics

and design, network access and cost management, claims cost management and

electronic payments to payers, healthcare providers and consumers in the

medical, dental and workers' compensation markets nationwide.

Zelis is backed by Parthenon and Bain Capital Partners. www.Zelis.com

Our Zelis Purpose

We founded Zelis to help control the rising cost of healthcare and make healthcare more affordable for all of us.

Position Overview

The primary role of the Customer Care Specialist is to serve as the liaison between Zelis, our members and providers. Individuals who succeed in this role will demonstrate excellent customer service skills, which include strong verbal and written communication skills. This position will be responsible for metrics such as average speed of answer, average hold time and average handle time; all in an effort to best service our callers. Other requirements involve the delivery of prompt, accurate, and cost-effective service for clients, and to meet or exceed company and client expectations for service. The individual will use problem-solving skills to resolve issues with diplomacy and accuracy.

KEY RESPONSIBILITIES

  • Answer incoming phone calls from healthcare providers, clients and members nationwide and identify the type of assistance the customer needs.

  • Attempt first call resolution through provider education on both inbound and outbound calls.

  • Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems

  • Attempt first call resolution through provider education, and by researching and exploring answers and alternative solutions; implementing solutions with leadership; escalating unresolved problems to the appropriate department.

  • Required to meet specific call center performance metrics of productivity and quality assurance.

  • Performs other job-related duties as required.

  • Maintain awareness of and ensure adherence to Zelis standards regarding privacy.

  • Ensure compliance with HIPAA regulations and requirements.

professional experience/qualifications

  • High School Diploma and/or some College

  • 2+ years of experience within healthcare industry, preferable in a call center environment.

  • Outstanding written & verbal communication skills

  • Knowledge of MS Outlook, MS Word, MS Excel & Internet Explorer

  • Strong prioritizing & organizational skills

  • Excellent customer service & telephone skills

EDUCATION:

  • High School Diploma and/or some College

COMPENSATION:

An attractive compensation package comprised of base salary, plus incentives, as well as full benefits has been created to attract outstanding candidates.

OUR BIG 8 ZELIS VALUES

  • We take personal accountability

  • We look for a better way

  • We serve each other and are always there to help

  • We act level-less

  • We use humor

  • We develop serious expertise

  • We act with integrity

  • We celebrate

Thank you for your interest in the Zelis team!


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Customer Care Specialist

Premier Healthcare Exchange, Inc.