HealthHelp - A WNS Company (www.HealthHelp.com), is the leader in the field of healthcare utilization and care management. We have gained this position by actively working to change out-of-date practices with a collaborative, non-denial based approach. Our methodology helps payors achieve a higher return on investment, gives providers education programs that better inform physicians, and ensures quality and safety for the patients needing treatment. HealthHelp’s innovative approach and strong IT capability in specialty benefits management means that staff will move healthcare forward when provided with evidence-based solutions and second opinions. HealthHelp's staff is comprised of healthcare professionals who make a difference every day. HealthHelp has a desire to fill their company with talented and innovative people who want a career path filled with success and personal growth. Our specialty benefits management services are broad and include, Cardiology, Oncology, Radiology, Radiation Therapy, Sleep Care, and Musculoskeletal Care. HealthHelp is headquartered in Houston, Texas. HealthHelp provides equal opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws. If you need assistance in completing this application due to a disability, please contact a member of the Talent Acquisition Group to request an accommodation or an alternative application process by emailing [email protected]
Job Description• Supervises a team of Customer Service Representatives and Team Leads.
• Responsible for knowing the intricacies of all contracts and complying with contract standards.
• Coordinates customers’ service needs within assigned team as required to ensure customer service. Refers complaints of service or process failure to Manager.
• Responsible for tracking CSR performance and specific follow-up training.
• Conducts training with team members and ensures up-to-date information is provided to each member.
• Communicates with Clinical Coordinators and Providers by phone to ensure prompt and courteous service for all questions regarding product and service.
• Investigates complaints and corrects errors, following customer and company procedures.
• Initiate disciplinary actions concerning team members, i.e., verbal warnings, records of discussion, and formal disciplinary documentation. Forwards information to Manager for the completion of action.
• Other duties as assigned.
• 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 pertinent to their job description
• High school graduate (or equivalent) required
• 4 year College degree preferred
• Minimum 1 year Healthcare experience preferred
• Minimum 1 years in Clinical Contact Center environment preferred
• Minimum 1 year supervisory experience preferred
• Ability to supervise a large staff
• Self-starter who works independently utilizing all available resources, policies and procedures
• Computer literate with analytical problem solving skills
• Knowledge of medical terminology and anatomy
• Managed care telephone referral experience preferred
• Bi-lingual, preferred but mot required
• Excellent oral and written communication skills
HealthHelp provides equal opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws. If you need assistance in completing this application due to a disability, please contact a member of the Talent Acquisition Group to request an accommodation or an alternative application process by emailing [email protected]