Customer Care Specialist

Zelis

Atlanta, GA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/09/2021
  • Website: zelis.com
  • Company Address: 2 Crossroads Drive, Bedminster, NJ, 07921

About Zelis

Zelis is a healthcare and financial technology growth company and market-leading provider of claims cost management and payments optimization solutions to price, pay and explain healthcare claims.

Job Description

Description & Requirements

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
  • 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, required
  • Some college, preferred
 
Zelis is a healthcare and financial technology growth company and market-leading provider of claims cost management and payments optimization solutions to price, pay and explain healthcare claims. Zelis delivers integrated network analytics, network solutions, payment integrity, electronic payments and claims communications for payers, healthcare providers and consumers in the medical, dental and workers' compensation markets nationwide. Zelis is backed by Parthenon Capital Partners and Bain Capital.
 
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.