ibex

Scheduler

• Maintain hiring plans and generate schedules on a weekly basis
• Provide guidance on staffing levels needed by each program to achieve client metrics
• Mechanize data collection for trending call volume, AHT, Service Level, and shrinkage factors
• Standardize methods and customize formulas for forecasting
• Document assumptions and issues discussed in meetings
• Review forecasting with Operations once a month

WFM Scheduler

Customer Support

• Provide guidance on provider networks, referrals and pre-authorizations.
• Troubleshoot and resolve issues related to billing, payments and coverage.
• Ensure compliance with HIPAA regulations when handling sensitive member information.
• Collaborate with internal departments to resolve complex member concerns.
• Maintain accurate records of customer interactions and resolutions in CRM systems.
• Meet performance metrics such as response time, resolution rate and customer satisfaction scores.
• Stay updated on policies, state regulations and healthcare industry changes.

ibex

WFM Scheduler

Korean Bilingual Customer Service Representative

Bilingual Customer Service Representative, Mandarin/Cantonese

Vietnamese Bilingual Customer Service Representative