Customer Service Representative (TEMP)

Job Description

Position Summary...

As a Member Service Representative, you'll be an essential part of our team, providing exceptional customer service and administrative support to ensure a smooth and positive experience for our members and Health Plan. Under general supervision, respond to telephone inquiries from Members, Health Plans to provide information and clarification relating to RMG/LMG services such as authorizations, member billing, referrals, and eligibility in resolving inquiries.

Essential Duties and Responsibilities include the following:
? Receives incoming calls through phone queues involving multiple issues from members and health plans.
? Maintains or exceeds quality and productivity standards of a minimum of 35 calls per day with matching documentation.
? Anticipates our members/caller's needs: Understanding the wants and needs of members/customer. Listening for cues and identifying how to respond and determining what level of intervention they may need.
? Utilizes standardized processes, tools, researching EZCAP 6X and REA/LEA Systems
? Resolves routine or complex issues relating to services received within the medical group regarding eligibility, authorization status, provider access issues and members billing related issues.
? All interactions are documented in system of EZCAP 6X customer service module and REA/LEA
? Provides essential information to members regarding authorizations, billing issues, eligibility and urgent cares.
? Maintain patient confidentiality following HIPAA and PHI processes.
? Ensures department compliance with Health Insurance Portability and Accountability Act (HIPAA) regulations relating to protection of personal history information
? Accesses Interpretation language line for non-English patients as needed.
? Ability to work independently in the resolution of telephonic issues.
? Handles designated assignments and prioritize work in order to maintain workflow.
? Ensures written and verbal communication with all levels of management, staff, is accurate and with good grammar.
? Displays professionalism, warm and pleasant phone personality, emphasizing tact, empathy, good judgment and patience.
? Self-starter, willing to take on multiple tasks.
? Must be able to review and interpret health plan benefits and provider contracts.
? Able to interface with customers both internal and external of RMG.
? Typing 45 WPM with accuracy.
? Ability to communicate effectively orally and written answering and resolving a minimum of 65 calls per day with matching documentation.
? Strong organizational skills with emphasis on prioritizing and attention to details
? Understands the roles and responsibilities of the medical group's internal departments.
? Manages own work queues within set productivity guidelines.
? Demonstrates customer service-oriented behavior at all times.
? Maintain a daily production of 35 calls or more
? Performs all other duties as directed by management.

The pay range for this position at commencement of employment is expected to be between $20 - $21 per hour; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, licensure, skills, and experience.

The total compensation package for this position may also include other elements, including a sign-on bonus and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered.

Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an 'at-will position' and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

As one of the fastest growing Independent Physician Associations in Southern California, Regal Medical Group, Lakeside Community Healthcare Affiliated Doctors of Orange County, offers a fast-paced, exciting, welcoming and supportive work environment. Opportunities abound, and enterprising, capable, focused people prosper with us. We promote teamwork, nurture learning, and encourage advancement for all of our employees. We want to see you excel, because we believe that your success is our success.

Full Time Position Benefits:

The success of any company depends on its employees. For us, employee satisfaction is crucial not only to the well-being of our organization, but also to the health and wellness of our members. As such, we are firmly dedicated to providing our employees the options and resources necessary for building security and maintaining a healthy balance between work and life.

Our dedication to our staff is evident in our comprehensive benefits package. We offer a very generous mixture of benefits, including many employer-paid options.

Health and Wellness:
? Employer-paid comprehensive medical, pharmacy, and dental for employees
? Vision insurance
? Zero co-payments for employed physician office visits
? Flexible Spending Account (FSA)
? Employer-Paid Life Insurance
? Employee Assistance Program (EAP)
? Behavioral Health Services

Savings and Retirement:
? 401k Retirement Savings Plan
? Income Protection Insurance

Other Benefits:
? Vacation Time
? Company celebrations
? Employee Assistance Program
? Employee Referral Bonus
? Tuition Reimbursement
? License Renewal CEU Cost Reimbursement Program
? Business-casual working environment
? Sick days
? Paid holidays
? Mileage

Employer will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the LA City Fair Chance Initiative for Hiring Ordinance.

Requirements

Education and/or Experience:
? Minimum two (2) years of customer service or health care setting.
? Multi-line telephone experience.
? High School Diploma or equivalent is required
? Ability to deal responsibly with matters of a confidential nature.
? Ability to multi-task and meet deadlines in a high stress environment
? Must have excellent communication skills, both verbal and written.
? Ability to read, write and understand the English language.
? Pleasant telephone manner as well as telephone etiquette
? The ability to distinguish the differences between CPT, HCPCS
? Proficient in MS Office programs (i.e., Word, Excel, Outlook, Access and Power Point).
? Knowledge of computers, faxes, printers and all other office equipment.
? Self-starter, willing to take on multiple tasks.
? Must be able to review and interpret health plan benefits and provider contracts.
? Able to interface with customers both internal and external of RMG.
? Typing 45 WPM with accuracy.
? Ability to communicate effectively orally and written answering and resolving a minimum of 35 calls per day with matching documentation

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