Job Description

Overview

BroadPath is immediately hiring Medical Customer Service Agents to join our team! Our Medical Customer Service Agent are responsible for handling a variety of inbound and outbound calls, thoroughly reviewing member plans, providing assistance to customers with their inquiries, and resolving member concerns with accuracy and professionalism. You'll play a crucial part in delivering high-quality service to our members and ensuring their satisfaction.

Responsibilities

• Handle a daily volume of 30+ calls, ensuring each interaction is handled efficiently and professionally, while maintaining attention to detail for each customer inquiry

• Thoroughly review, update, and stay up to date with new and revised benefit, billing, and claims information to provide accurate information to members

• Follow up on unresolved inquiries in a timely manner and return calls promptly when additional research or assistance is required

• Consistently answer calls within defined service level agreements (SLA) and meet company response time standards

• Maintain strict confidentiality of member information and project a professional and empathetic business presence in all interactions

• Utilize a range of client-provided tools and resources to respond to member inquiries and provide accurate resolutions to their concerns

• Manage your time effectively by adhering to your designated schedule for breaks, lunches, and training sessions, ensuring you are available to meet business demands

• All Customer Service Agents are required to work with the BroadPath Bhive Camera on at all times during training and working hours to foster a collaborative and transparent work environment

Maintain a high level of performance by consistently achieving a 95% quality rating on

Qualifications

• Minimum of 1 year of Health Plan Customer Service experience in a high-volume call center environment (virtual or onsite)

• This may include taking inbound calls for a health insurance payer answering questions regarding benefits, billing, and claims

• This may include specialized experience in a hospital/physician claims call center department working on resolving discrepancies related to claims, communicating with insurance companies, or clarifying claim-related requirements

• Strong proficiency in basic computer navigation, including the use of multiple applications simultaneously, toggling between software, and utilizing remote desktop tools to efficiently handle member inquiries

• Ability to remain focused, diligent, and productive throughout the workday, even when tasks are repetitive, ensuring consistent service quality

• Excellent verbal and written communication skills, with the ability to convey information clearly, interact professionally, and maintain a patient and courteous demeanor with customers over the phone

• Proven analytical, problem-solving, and decision-making skills, allowing you to think critically and resolve complex benefit issues with minimal assistance

• Ability to adhere to company policies, maintain professional behavior, and consistently meet performance expectations

• Experience handling challenging calls, including dealing with frustrated or upset customers, while remaining calm and finding effective solutions

• Flexibility to work hours as assigned, including the ability to work during holidays or overtime when necessary to meet business needs

• Willingness to work any 8-hour shift within our standard business hours of 7:30 AM - 5:30 PM Pacific Time

Preferred Qualification

• Facets system experience

• 1 year Work at Home experience?

Diversity Statement

At BroadPath, diversity is our strength. We embrace individuals from all backgrounds, experiences, and perspectives. We foster an inclusive environment where everyone feels valued and empowered. Join us and be part of a team that celebrates diversity and drives innovation!

Equal Employment Opportunity/Disability/Veterans

If you need accommodation due to a disability, please email us at HR@Broad-path.com . This information will be held in confidence and used only to determine an appropriate accommodation for the application process

BroadPath is an Equal Opportunity Employer. We do not discriminate against our applicants because of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.

Compensation: BroadPath has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location.

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