Serve as the primary point of contact for providers, facilities, and internal partners seeking support with WISeR workflows.
Deliver timely, professional, and empathetic customer service.
Assist with prior authorization requests, case status inquiries, documentation intake, and portal navigation.
Respond to inbound inquiries via phone, email, portal, and fax regarding WISeR cases and prior authorization requests.
Provide clear, courteous updates on case status, next steps, and estimated turnaround times.
Educate customers on submission options to help prevent delays in patient care.
De‑escalate concerns professionally and route issues appropriately when needed.
Review incoming requests for completeness and accuracy.
Assist with documentation intake and routing to the appropriate WISeR queue.
Identify submission issues and communicate corrective guidance.
Document all customer interactions accurately in internal systems.
Collaborate with WISeR clinical, admin, and management teams to support timely case resolution.
Track follow‑ups and ensure customers receive consistent and accurate information.
Adhere to HIPAA and data privacy requirements when handling sensitive information.
Support maintenance of knowledge base articles and customer guidance materials.

High school diploma or equivalent required (Associate’s or Bachelor’s degree preferred).
1–3 years of customer service experience, preferably in healthcare, insurance, or revenue cycle environments.
Strong verbal and written communication skills.
Ability to manage multiple tasks in a fast‑paced, metrics‑driven environment.
High attention to detail and documentation accuracy.
Comfort working with portals, case management systems, and Microsoft Office tools.
Experience with prior authorization, utilization management, or medical review workflows preferred.
Familiarity with Medicare Part A / Part B concepts preferred.
Experience supporting providers or facilities in a healthcare operations setting preferred.
Knowledge of HIPAA and handling of PHI preferred.

Communication Center Representative

Key skills