Customer Service Associate

Job Description

Customer Service Associate

Associate III – 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 III, reporting to the Customer Service Manager. The Customer Service Associate III is responsible for providing exceptional customer service to the UST customers via inbound Call Center Operations. Associate will mentor new call center agents and support the improvement of peers. The service center will be open from 8:00 a.m. to 9:00 p.m., Eastern, USA and will follow 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 required time frames.
• Function as liaison between claims department and providers
• Research customer claims in the primary payor systems
• Ensure highest level of customer service on every call.

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**

• A full comprehensive understanding of the covered plan benefits
• Knowledge of physician practice and hospital coding, billing, and medical terminology
• Take escalated calls and issues as experience dictates.
• Respond to outbound call requests.
• Excellent verbal and written communication skills
• Attention to detail and problem-solving skills.
• Basic understanding of MS Office applications, especially Word and Excel
• 3+ years’ experience in a Healthcare Call Center operation, including Medicare / Medicare Advantage
• Willingness to learn new skills.
• Team collaborator and peer mentor
• High school degree required.

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 applicable law, UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below. **

Role Location: Remote**

Compensation Range: $37,000-$55,000

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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