Job Description
Customer Service Associate
Associate II – BPM
Who We Are
UST HealthProof is a dynamic company with a mission to lower the cost of care and deliver the future of healthcare. Our consumer-centric approach gives our health plan customers a modern infrastructure and reduced administrative costs, helping to drive better business results for our customers — and better outcomes for our communities.
We achieve this mission together through teamwork, communication, collaboration, and focus. Our employees are our greatest assets, and we invite you to apply to be a part of our journey toward making a difference in healthcare in the United States. **
You Are**
UST HealthProof is looking for a Customer Service Associate. Reporting to the Customer Service Manager, the Customer Service Associate will provide exceptional customer service to the UST customers via inbound Call Center Operations. The service center will be open from 8 am-6 pm CST USA and will occur related schedules. **
The Opportunity**
- Receive and respond to inbound phone calls for customer assistance
- Respond to outbound phone call requests
- Document all calls in ticketing and tracking systems
- Respond to customer inquiries and provide data to customers within a required time frame
- Act as liaison between the claims department and providers
- Research customer claims in the primary payor systems
- Ensure the highest level of customer service on every call
- Perform other duties as assigned or necessary
- Service Level Agreements (SLAs) specified by the client in terms of quality, productivity, and schedule should be managed to ensure 100% adherence.
- Analyze information, enter and verify data, following the SOP to ensure completion of the task.
- Customer calls, responses, and any updates or edits to workflow based on after-call work should be performed as per directions.
- Maintain a fully comprehensive understanding of the covered benefits, coding and reimbursement policies, and contracts.
- Be aware of any client's processor product updates and ensure 100% compliance with the same.
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required. **
What You Need**
- Excellent verbal and written communication skills.
- Attention to detail and problem-solving skills
- Proficiency with MS Office applications, especially Word and Excel.
- Spanish speaking and written language proficiency preferred
- Able to handle and manage higher complexity tasks.
- Able to analyze processes and come up with ideas to automate them to increase operational efficiency.
- Bachelor’s degree preferred
- 2-3+ years of relevant Customer Service Experience or relevant experience in a Call Center environment
- Previous Health Care Call Center/Customer Service Experience preferred
- Must be able to work with minimal supervision.
- Proficient in the process and assist other team members who are new to the process to ensure quick readiness of the team.
Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. As required by local law, UST provides a reasonable range of compensation for roles that may be hired in California, Colorado, New York or Washington as set forth below. **
Role Location: Remote
Compensation Range:** $32,000-$48,000
Our full-time, regular associates are eligible for 401K matching, and vacation accrual and are covered from day 1 for paid sick time, healthcare, dental, vision, life, and disability insurance benefits. **
What We Believe**
We’re proud to embrace the same values that have shaped UST HealthProof since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion, and to place people at the center of everything we do. **
Humility**
We will listen, learn, be empathetic and help selflessly in our interactions with everyone. **
Humanity**
Through business, we will better the lives of those less fortunate than ourselves. **
Integrity**
We honor our commitments and act with responsibility in all our relationships. **
Equal Employment Opportunity Statement**
UST HealthProof is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
UST HealthProof reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.
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