Client Service Representative - Operations

•    Conducts administrative intake and scripted clinical intake of calls for clinical review

•    Provides quality customer service through interaction with providers, administrative staff and others

•    Builds and maintains customer satisfaction with products and services; provides excellent service to internal and external customers

•    Collects and enters confidential information ensuring the highest level of confidentiality in all areas

•    Maintains high-quality documentation standards when collecting and performing data entry functions

•    Provides ongoing telephonic support to providers and office staff related to HealthHelp’s Clinical Review process

•    Provides administrative support to the Clinical Review Department if needed

•    Participates and understands scope of responsibility pertaining to ongoing Quality Initiative Projects

•    Maintains acceptable levels of performance for all Key Performance Indicators, such as Average Talk Time (ATT), Quality, and adherence to schedule

•    Participates in the HealthHelp Quality Management Program as required

•    Adheres to all HIPAA, state and federal regulations pertaining to the clinical programs

•    Adheres to both URAC & NCQA standards in keeping with HealthHelp’s compliance initiatives 

•    Carries out other projects and responsibilities as assigned

Function: Customer Service
Experience Level: Associate