NationsBenefits

Customer Support

• Answer inbound calls from members and providers regarding health plan benefits, claims, eligibility, and general inquiries
• Research, locate, and provide accurate information while ensuring a positive customer experience
• Resolve member service issues by identifying concerns, researching solutions, implementing appropriate resolutions, and escalating complex issues when necessary
• Review and analyze claims based on diagnosis codes, procedures, provider information, medical policies, contracts, and established policies and procedures
• Educate members and providers on benefits, coverage, and health plan processes
• Identify members who may benefit from care management or managed care interventions and collaborate with clinical staff to facilitate appropriate services
• Document all interactions accurately and thoroughly in accordance with company policies and regulatory requirements
• Maintain compliance with HIPAA and applicable healthcare regulations
• Meet productivity, quality, attendance, and customer satisfaction standards

Member Service Support Specialist

• Answer customer calls and assist customers with their support needs
• Troubleshoot mobile and web-app UI/UX issues with clients over the phone
• Communicate patiently with clients
• Communicate across teams
• Learn various systems to support customer inquiries
• Learn the fundamentals of each frontend portal
• Become proficient in the Benefits POS app and associated i9000s terminal

Customer Service Representative

Audiologist

• Deliver comprehensive remote audiology services to patients
• Conduct patient evaluations and provide follow-up care via video
• Interpret test results and recommend treatment plans
• Collaborate with in-clinic staff to ensure seamless patient care

Member Service Support Specialist

Customer Service Representative

Teleaudiologist