Provider Enablement Associate I
- Answering calls in a high volume, fast paced call center environment,
- Seeking to understand the context behind the provider's call by probing for information to understand the provider's questions or support needs in order to ensure first call resolution;
- Navigating and engaging multiple systems, and pulling the puzzle pieces together to resolve provider questions, complex issues and requests;
- Offering guidance to providers regarding their patient's eligibility, coverage, pre-certification denials and appeals processes;
- Educating providers on how to reduce errors in pre-certification process due to lack of information, and educating them on how to most effectively support their patients in the appeals process;
- Navigating and providing input to policies, systems, methods, and procedures for the effective management of key business processes;
- Performing other relevant tasks, as needed. What we are looking for…
- High School Diploma/GED
- 1+ years employment experience in the customer service industry, the service industry, administration, or reception
- 1+ years hands on experience with web-based applications
- Excellent customer service skills; strong verbal and written communication
- Ability to respond empathically
- Experience resolving benefits and provider network questions in a fast paced, call center environment
- Ability to answer the unasked questions providing first call resolution
- Ability to navigate multiple systems and multi-task
- Ability to de-escalate tense situations and turn them into productive, resolve-oriented conversations
- Ability to navigate basic math scenarios including percentages, premiums/payments and out of pocket expenses (deductibles/coinsurance/copays)
- Bi-lingual preferred
- Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.
- HDHP medical plan with generous employer contributions towards an HSA
- 401(k) Retirement Plan with matching employer contributions
- Open Time Off
- Generous Holiday Schedule + 5 floating holidays
- 18 weeks of paid parental leave
- Subsidized commuter benefits programs
- Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger
- 1 Volunteer days per year
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