Call Center Representative

• Process clients’ first notice of loss claim reports received through Zurich’s phone & non-phone reporting options in a timely and accurate manner
• Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers
• Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently
• Provide feedback and recommendations to the team to improve the quality of customer care
• Follow procedures to ensure adherence to the company’s risk and compliance policies

Claims Call Center Representative

• Manage inbound and outbound contact centers by utilizing Alvaria Advanced outreach, Unified Command and Control (UCC) and Genesys.
• Future state, manage Inbound and outbound contact centers utilizing Five9 and Acqueon (ACM)
• Provide subject matter knowledge and interpretation of procedures to key business partners
• Coordinate and monitor implementation and maintenance of processes, procedures, and policies
• Interact with immediate Strategy and Execution colleagues on operational initiatives
• Provide support for a variety of diverse support functions for multiple business groups or a specific line of business

Contact Center Planning Analyst – Dialer Execution Administrator

• Project management including team leadership
• Compile specifications, requirements and other program specific documentation from the client
• Write creative copy for interactive voice response scripts
• Track and manage scope, schedule and costs for project implementation
• Manage tasks and deliverables from client to technical resources
• Review both new and existing IVR programs for script to system accuracy and effective sales approach
• Analyze client reports and make suggestions to optimize scripts and/or offers
• Identify potential application and process improvements
• Provide excellent customer service to internal and external clients
• Prepare monthly billing documentation
• Prepare documentation for client business reviews
• Develop monthly revenue projections for each client
• Perform other related duties and assignments as required and as assigned by supervisor or other management
• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

Contact Center Account Manager

• Answers incoming phone calls in a timely manner and routinely checks the queue to monitor calls holding, provides information and assistance, and properly and politely navigates patients through the organization.
• Uses de-escalation techniques when needed.
• Schedules appointments for medical, behavioral health, and dental providers, as well as nurse visits and other services that require scheduling.
• Monitors schedules for errors or overbooking.
• Collects, verifies and updates, and accurately documents patient demographic, billing, and insurance information in the electronic health record.
• Follows protocols to properly screen and route calls and sends detailed messages through the electronic health record when needed.
• Collects patient payments over the phone.

Bilingual Call Center Representative

• Monitor Physician EHR inboxes and patient portal requests and perform tasks within LPN scope of practice, and respond to patient inquiries according to established protocols.
• Refill prescription requests by established protocols, notify providers and ensure patient care tasks are completed for critical results, and coordinate follow-up care post-discharge or post-operative.
• Facilitate referrals and collaborate on addressing prior authorization requests that require clinical consultation, while also assisting with requests from other agencies such as hospitals, Public Health departments, nursing homes, funeral homes, and Departments of Labor or Motor.
• Manage Remote Patient Monitoring (RPM) results by tracking patients' real-time disease results and delivering education on managing chronic diseases such as diabetes, hypertension, and COPD.
• Medically screen and qualify patients for clinical trials.
• Perform follow-ups and patient education.
• Carry out additional responsibilities as needed to assist the healthcare team and enhance the delivery of patient education.

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Claims Call Center Representative

Contact Center Planning Analyst – Dialer Execution Administrator

Contact Center Account Manager

Bilingual Call Center Representative

Licensed Practical Nurse, Compact License Required – Part-Time, Call Center