Customer Experience Associate II

3 days ago

Cebu City, Central Visayas, Philippines Genfinity Full time ₱250,000 - ₱450,000 per year

Customer Experience Associate II
The Customer Experience Associate II is responsible for answering phone inquiries pertaining to workers compensation claims from multi-state medical providers. An understanding of company computer systems, StrataWare, CompIQ and Call Track, is required to answer, return and manage calls. The primary function of the Provider Relations Representative is to provide prompt, courteous and professional Customer Service at all times.

Key Responsibilities

  • Provide prompt, courteous and accurate customer service for all calls, with a solid understanding of worker's compensation guidelines.
  • Working knowledge of StrataWare/CompIQ, Call Track, and any client proprietary software
  • Understanding of State rulings and regulations as relating to Workers' Compensation.
  • Understanding of medical bill processing rules and guidelines, including how to read Bill Review Logs.
  • Perform administrative tasks such as managing faxes, resubmitting bills, updating spreadsheets, phone message retrieval, and e-mails within 24 hours, etc.
  • Processing medical bills, coding, or data entry with 98% accuracy during phone downtime or as assigned.

Required Qualifications

  • Bachelor's degree in a healthcare or business-related field, or equivalent experience.
  • Minimum of one (1) year Customer Service experience (voice)
  • Ability to learn ICD-9/ICD-10 and CPT/HCOC coding
  • Ability to use Microsoft Windows-based software
  • Ability to learn and apply basic medical terminology
  • Excellent oral and written English skills
  • Ability to assess and document reconsideration issues based on caller's issue
  • Ability to work in a team environment
  • Candidate must be available to work an 8-hour shift any time between 8:00 AM and 8:00 PM EST, Monday to Friday. Expected to work on Philippine holidays, but you will have U.S. holidays off.

Preferred Qualifications

  • Two (2) years experience in Workers' Compensation
  • Two (2) years experience in a medical setting
  • Six (6) months experience in Bill Review Department

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer,
believes in each person's potential, and we'll help you achieve yours.

All information will be kept confidential according to EEO guidelines.

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