Experienced Customer Service Representative – Provider Support and Digital Solutions

Join careerzynith, a leading healthcare organization dedicated to making a difference in people's lives, as a full-time Customer Service Representative. In this role, you will be the advocate for providers, demonstrating accountability and ownership to resolve issues in a multi-channel environment. If you're passionate about delivering exceptional customer service, navigating complex systems, and growing with a dynamic team, we encourage you to apply.

• *About careerzynith**

careerzynith is a mission-driven organization committed to helping people live healthier lives and making the health system work better for everyone. We believe in creating a culture of inclusivity, empathy, and respect, where everyone has the opportunity to thrive. Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join us on this journey.

• *Job Summary**

As a Customer Service Representative, you will be responsible for serving as the advocate for providers, resolving issues in a multi-channel environment, and collaborating with internal partners to ensure issues are thoroughly communicated to providers in a timely manner. You will work in a fast-paced environment, navigating multiple systems to extract necessary information to resolve and avoid issues across multiple lines of business. If you're a customer service professional with a passion for problem-solving, multitasking, and delivering exceptional experiences, we encourage you to apply.

• *Key Responsibilities**

• Serve as the advocate for providers, demonstrating accountability and ownership to resolve issues in a multi-channel environment, including call, dual chats, and email as required.
• Quickly and appropriately contact providers to understand and identify their needs, answering questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health.
• Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction.
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
• Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business, provider types, and call types.
• Influence providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool, including aiding in faster resolution.

• *Essential Qualifications**

• High School Diploma / GED or equivalent work experience.
• Must be 18 years of age or older.
• 1+ years of customer service experience analyzing and solving customer concerns.
• Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications.
• Ability to handle provider calls or concurrent chats with an expected volume of 50-70 calls/chats daily.
• Full attention to work duties is required, with uninterrupted work time during shifts, except for scheduled breaks and lunch periods.

• *Preferred Qualifications**

• Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as primary job tools.
• Education experience.
• Presently employed within careerzynith Operations & Experience.

• *Telecommuting Requirements**

• Reside within Eastern, Central, and Mountain Time zones.
• Ability to keep all company-sensitive documents secure (if applicable).
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.

• *Soft Skills**

• Proficient in multi-tasking, including managing multiple conversations simultaneously.
• Skilled in quickly resolving calls and messages, effectively preventing escalated complaints.
• Strong time management skills.
• High emotional intelligence and empathy.
• Excellent active listening and comprehension abilities.
• Exceptional written communication skills.
• Demonstrated problem-solving, organizational, and interpersonal skills.
• Proven track record of consistently achieving quality and productivity standards.
• Typing speed is greater than or equal to 35-40 WPM with accuracy of 90%.

• *Compensation and Benefits**

• The hourly range for this role is $19.88 to $33.22 per hour based on full-time employment.
• Pay is based on several factors, including local labor markets, education, work experience, certifications, etc.
• careerzynith complies with all minimum wage laws as applicable.
• In addition to your salary, careerzynith offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).

• *Career Growth Opportunities and Learning Benefits**

• careerzynith is committed to providing a culture of continuous learning and growth, with opportunities for professional development and career advancement.
• Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join us on this journey.
• careerzynith offers a range of training programs, including onboarding, technical training, and soft skills development.

• *Work Environment and Company Culture**

• careerzynith is a dynamic and inclusive organization that values diversity, equity, and inclusion.
• Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join us on this journey.
• careerzynith offers a range of benefits and incentives, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).

• *How to Apply**

If you're a customer service professional with a passion for problem-solving, multitasking, and delivering exceptional experiences, we encourage you to apply. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

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