Call Center Representative

• Effectively support the Subrogation Recovery Operations team
• Provides exceptional service to member, providers, group administrators and attorneys
• Identifies, reviews, sets up or closes health insurance subrogation claims via phone, fax, email or mail
• For open cases, collects, records and verifies member information, pertinent accident details, attorney information and third-party liability information
• Records detailed and accurate file notes obtained from calls or written correspondence
• Manage high-volume intake calls and correspondence inventory effectively
• Determine membership eligibility using various job aids and membership systems
• Responds to calls, letters, faxes and emails from policyholders, agents, vendors and/or providers
• Show initiative and resourcefulness in solving problems and meeting customer needs
• Develop relationships with other business units and service partners
• Adheres to company and department policies and procedures as well as HIPAA regulations
• Performs other duties as requested or assigned

Recovery Specialist Associate – Call Center

• Answer crisis-related telephone calls
• Utilize crisis intervention skills to complete mental health and suicide risk assessments
• Provide outreach and support, information and referral

Mental Health Crisis Call Center Worker – Part Time

• Supervise daily healthcare call center operations to ensure quality customer service, operational efficiency, and compliance with service level agreements (SLAs)
• Support representatives with resolving complex customer inquiries while escalating service or operational concerns appropriately to leadership
• Review operational and client reports to ensure data integrity, policy compliance, and accurate transaction processing
• Train, mentor, and coach team members while supporting performance management, employee development, and hiring activities
• Collaborate with internal teams, leadership, and customers to improve processes, support service delivery, and maintain a positive customer experience

Supervisor, Healthcare Call Center

• Handle escalated calls and complex customer inquiries by researching issues, identifying solutions, and ensuring timely follow-up and resolution
• Support day-to-day customer service operations by assisting supervisors/managers with workflow, call handling, documentation, and transaction accuracy
• Mentor, coach, and support less experienced team members by sharing knowledge, answering questions, and helping reinforce proper procedures
• Research customer inquiries, process requests, update account history, and document outcomes clearly and accurately
• Review client reports, monitor daily transactions, and recommend workflow or procedure improvements to support efficiency and data integrity
• Serve as a resource for team members, management, and customers regarding customer service issues, escalations, and operational questions

Call Center Unit Lead

• Oversee day-to-day call center operations supporting Illinois and Wisconsin markets.
• Lead and manage an in-office team based in Oak Brook, IL.
• Develop and implement processes to enhance the customer experience and operational efficiency.
• Identify staffing needs; recruit, hire, and onboard Customer Service Representatives (CSRs).
• Forecast call volume trends based on seasonality (e.g., weather patterns) to ensure proper staffing.
• Manage processes across multiple lead channels, ensuring timely and effective follow-up.
• Build and maintain a high-performing, engaged team culture that improves Employee Net Promoter Score (eNPS).
• Foster a positive environment by incorporating engaging and team-building activities into the workplace.
• Train, coach, and manage CSRs to deliver high performance.
• Ensure achievement of key performance indicators (KPIs), including: Average Speed to Answer (ASA), Booked per Call, % Abandonment, % Overflow, Membership sales.
• Manage CSR scorecards and continuously refine KPIs to drive both service quality and revenue growth.
• Resolve and de-escalate complex customer concerns beyond CSR scope.
• Review and optimize processes for handling customer escalations.
• Partner with General Managers and stakeholders to ensure timely resolution and drive first-call resolution wherever possible.
• Lead change management initiatives to support adoption of new processes, technologies, and service strategies.
• Collaborate with cross-functional teams to implement and optimize improvements within the contact center.
• Analyze performance data and customer trends to recommend actionable improvements.
• Design innovative call flows and overflow strategies.
• Identify and execute revenue-generating opportunities within the contact center.

Call Center Manager – Home Services

• Provide first-level technical support to clients, resolving issues and ensuring high satisfaction.
• Troubleshoot and diagnose technical problems, guiding clients through solutions.
• Escalate complex issues to higher support tiers when necessary.
• Document client interactions and solutions provided to ensure accurate records.
• Collaborate with internal teams to improve support processes and client experiences.
• Maintain a strong understanding of Fiserv products to effectively assist clients.

Call Center Associate

• Manage the registration, scheduling, and rescheduling processes for new and existing patients.
• Ensure accurate record management by obtaining and communicating relevant patient information, such as identification, patient history, insurance details, missed appointment policy, therapist arrival instructions, and intake forms.
• Receive, screen, and coordinate telephone calls from healthcare providers.
• Proactively make outbound calls and send emails to patient leads.

Patient Onboarding Associate – Call Center

• Providing telehealth services involving all ages of patients
• Telephone triage, health information and education, and physician referrals
• Documenting health information accurately

RN Call Center

• Handle inbound calls from members and providers, delivering accurate information related to healthcare benefits, eligibility, and services.
• Research and resolve inquiries efficiently while following established procedures and compliance guidelines.
• Document customer interactions clearly and accurately in multiple systems during live calls.
• Meet performance expectations including quality standards, service levels, and productivity goals.
• Contribute to a collaborative team environment focused on delivering reliable and responsive support.

Call Center Healthcare Representative

• Manage a high volume of inbound and outbound calls
• Provide exceptional customer service
• Schedule patient appointments accurately using the organization's EMR system
• Assist patients in rescheduling or canceling appointments
• Verify and update patient demographic and insurance information
• Document all patient interactions and maintain accurate call records
• Collaborate with clinical staff and other departments to ensure a seamless patient experience
• Follow HIPAA regulations to maintain patient confidentiality and data security

• answering telephone calls
• providing personalized seamless service to health care provider clientele and parent/patient callers
• responding to inquiries with knowledge of client services and programs
• prioritizing complex and emergent situations

Medical Call Center Representative

• Providing telehealth services involving all ages of patients
• Telephone triage; health information and education
• Crisis intervention following established protocols
• Systematic assessment and data collection

RN Call Center – Part Time Nights

• Provide telehealth services involving all ages of patients
• Perform telephone triage, health information, and education
• Provide educational and resource referrals based on patient needs
• Document health information accurately

RN Call Center – Full Time Nights

• Responsible for the execution of real-time resource planning practices and processes
• Manages intraday schedules that optimizes staff to meet customer demand
• Monitors and responds to real-time contact center volume traffic for multiple lines of business
• Consults with business leaders to reallocate resources throughout the day
• Facilitates huddles to discuss prior day business results
• Responsible for the accurate execution and delivery of regular Command Center reports

Contact Center Real-Time Specialist

• Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards.
• Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures.
• Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas.
• Maintain detailed and current knowledge of the company's/assigned client's products and services.
• Analyze customer service needs for communication to service and technical departments, when applicable.
• Resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of 1-2 assigned company clients.
• Provides standardized or scripted responses by utilizing basic user-friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes.
• Enters required data into client provided systems and databases.
• Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution.
• Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries.

BPS Operations Processing Agent – Call Center

• 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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