Sr. Customer Service Specialist

Claritev is a dynamic team of innovative professionals striving to bend the cost curve in healthcare. The Sr. Customer Service Specialist will handle complex claims inquiries, provide resolutions, and mentor less experienced team members while ensuring compliance with department standards and HIPAA regulations.

Responsibilities:

• Investigate, analyze, research, and resolve complex and escalated claim inquiries from patients, clients, providers, and internal customers' as a result of issues related to discounts, payments and balance billing. This includes handling legal inquiries or department of insurance complaints
• Provide resolution and closure to the applicable recipients. Create and execute business correspondence to clients or providers using multiple media formats such as but not limited to emails, form letters, and issues specific letters. This includes initiating resolution and follow up calls to clients and providers
• Adhere to client turn around requirements as it relates to response time and required actions
• Ensure investigative notes related to any contact with providers and clients are documented and accessible throughout the applicable systems
• Ensure the maintenance of and compliance with department standards for production, accuracy, and turnaround time
• Perform system claim adjustments based on outcomes and communicate with client regarding confirmation
• Assume and resolve escalated claim and inquiries from team members. Serves as back-up for team members, or Leadership
• Coach and mentor less experienced team members on claims handling, resource utilization, and appropriate resolutions
• May include call center responsibilities, including adhering to call center standards
• Assist in training new team members as needed and providing feedback to Leadership
• Various research projects for Sr. Management and Clients, as assigned
• Collaborate, coordinate, and communicate across disciplines and departments
• Ensure compliance with HIPAA regulations and requirements
• Demonstrate Company's Core Competencies and values held within
• Please note due to the exposure of PHI sensitive data, this role is considered to be a High Risk Role
• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary

Requirements:

• Minimum completion of high school (i.e., diploma or GED)
• Minimum 3 years experience in the healthcare industry or customer service, preferably with out-of-network claims
• Required licensures, professional certifications, and/or Board certifications as applicable
• Knowledge of health care claims and appeal procedures
• Communication (written, verbal and listening) problem solving, interpersonal and decision-making skills
• Ability to create and compose business correspondence
• Ability to multitask while setting priorities
• Ability to analyze data and arrive at a logical conclusion
• Ability to identify issues and determine appropriate course of action for resolution
• Ability to elicit trust and credibility with all levels of the organization
• Ability to work with accuracy in a fast-paced environment
• Ability to adjust/alter workflow to meet deadlines
• Ability to work independently as well as part of a team
• Ability to handle confidential information
• Ability to handle high pressure situations and variance in workload volume
• Ability to use software, hardware and peripherals related to job responsibilities including MS Office
• Individual in this position must be able to work in a standard office environment which requires sitting and viewing monitor(s) for extended periods of time, operating standard office equipment such as, but not limited to, a keyboard, copier and telephone
• Knowledge of insurance company and medical service provider vocabulary desirable
• Bilingual English/Spanish may be required of some positions