WNS Global Services
Client Service Representative - Operations
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• 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 • High School Diploma/GED, required• Minimum One (1) year of Healthcare customer service (call center) experience required • Ability to hard line internet into computer equipment provided, required • Internet upload speed of 5 mbps and download of 25 mbps, required (verified at onboarding) • Ability to adhere to strict schedule with ability to adapt to schedule changes, as schedules are subject to change, required • Prior experience in a fast-paced in-bound call center environment, preferred • HIPAA compliant room, required (verified at onboarding) • Prior experience in the healthcare industry (i.