Transparent BPO W.O.W - Week of Walk-Ins. From Sep 26 - 29, we'll be having walk-ins for you to come and secure your next job. Visit our offices at 4 Fairymead Farms for your chance to be assessed and interviewed. We look forward to seeing you there!

About Company

Transparent BPO is a leading provider of contact center BPO services and has been ranked as best outsourcing provider 2020 by the ICMI Global Contact Center Awards.  Through talent, process, and technology, we integrate with our client’s brands and culture to deliver a superior customer experience across all channels.  We are looking for talented people who are committed to achieving excellence and who will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.

Job Overview

We are looking for Healthcare Associates that will be the liaison between Transparent BPO's clients and their current and potential customers. The successful candidates will be responsible for providing quality service by accurately and respectfully responding to telephonic, written and electronic inquiries from employees/members, providers and clients.  Inquiries include a variety of topics such as benefits, eligibility, claim status, claim disposition and so on. 

This role requires the ability to seamlessly navigate multiple system applications/screens, various resources and tools to accurately respond to inquiries while on the phone and to thoroughly/accurately document all inquiries and actions taken using applicable software applications while following Health Benefits guidelines . They will be able to accept ownership for client accounts, effectively solving customer issues and answering inquiries, keeping customer satisfaction at the core of every decision and behavior.

Reporting Structure   

Direct Report: Operations, Team Leader

Responsibilities & Duties

• Seamlessly navigate multiple system applications, various resources and tools to professionally, accurately and respectfully respond to telephonic, written and electronic inquiries and concerns from employees/members, providers, clients and other interested parties.
• Follow documented processes/workflow to ensure customer satisfaction.
• Follow-up regularly on outstanding issues to ensure timely resolution and client satisfaction. 
• Thoroughly and accurately document all inquiries and actions taken using all applicable software applications while following Health Benefits guidelines.
• Refer unresolved/escalated inquiries to designated individuals/departments following established protocols.
• Consistently maintain schedule adherence and attendance
• Utilize virtual communication tools to engage and support team members
• Meet and sustain productivity and quality metrics
• Communicate via telephone, email, electronic messaging, fax, or written letter with employees/members, providers of service, clients and/or other insurance carriers to ensure proper claim processing and issue resolution.
• Initiate outgoing calls or other service projects as assigned
• May serve as mentor to new associates
• Other duties as assigned

NOTE: This list of responsibilities outlined is non exhaustive and may include other tasks relating to the outlined job function as the need arise.

Qualifications and Skills:   

• High School diploma or GED equivalent
• Minimum 1 year previous customer service experience
• Ability to work in a fast-paced, high demand, structured service oriented environment
• Excellent verbal, written and interpersonal communication skills
• Ability to effectively deal with problems in varying situations and reach resolution in a timely manner.
• Must possess strong reasoning and analytical skills and resolve issues for customers quickly and accurately while maneuvering between multiple systems/screens while on the phone.
• Ability to use common sense understanding to carry out instructions furnished in oral, written or diagram form
• Flexible; open to continued process improvement
• Ability to learn new/proprietary systems, to adapt to various system platforms, and to effectively use MS Excel/Word
• Possess private, dedicated workspace free from distractions with secure, consistently reliable high speed Internet, with the ability to hardwire via Ethernet cable
• Must be able to type 25 WPM
• Ability to function in a fast-paced environment
• Prior experience in a fast-paced call center
• Self-Funded Insurance/Benefits and/or TPA Experience
• Knowledge of medical procedure and diagnosis coding
• Knowledge of medical terminology
• Familiarity with Summary Plan Documents (SPDs)/Insurance Booklets or other benefit descriptive tools
• Experience working in a performance measured environment with quality metrics

Benefits

What can you expect from Transparent?

• Criteria Based Incentives
• Weekly Pay Cycle
• Competitive Base Salary
• Competitive Health Benefits
• Staff Transportation
• Premium Restaurants on-site
• A people centric company culture
• Strong promotions from within policy
• A comfortable state of the art work environment
• Rewards and Recognition & more

Evaluation of Performance   

The Healthcare Associate will be evaluated regularly to ensure the position is impacting the organization and our clients in the most positive way. Key objectives that will be tracked and reviewed will be discussed with the Direct Manager upon hire but will definitively be determined by meeting minimum job requirements.