Call Center Representative - Baton Rouge, LA - Remote (Baton Rouge, LA, US, 7080

About the Role

The call center environment is fast-paced and dynamic, requiring you to be adaptable, resilient, and adept at multitasking. You will be expected to navigate multiple computer systems, maintain up-to-date knowledge of policies, and communicate effectively with providers to resolve issues efficiently. Your role will also involve collaborating with colleagues to meet departmental goals, demonstrating a positive and patient attitude, and upholding HIPAA compliance to ensure the confidentiality of sensitive information.

What You Will Do

• Handle a high volume of inbound calls from healthcare providers, responding to billing requirements, policy questions, and other Medicaid-related inquiries.
• Research complex issues, provide accurate assistance, and resolve problems efficiently to ensure customer satisfaction.
• Maintain accurate and up-to-date records of all call interactions in the designated call tracking system.
• Meet and maintain performance standards, including resolving 92% of provider calls within 3–5 minutes, as required by contract.
• Communicate professionally and efficiently with providers to resolve issues and address concerns.
• Support team objectives and collaborate with coworkers to meet departmental goals.
• Demonstrate strong multitasking and information retention abilities in a high-paced environment.
• Maintain effective and professional relationships with clients, coworkers, providers, and members.
• Adhere to scheduled work hours and maintain consistent attendance.
• Uphold HIPAA compliance and ensure confidentiality of sensitive information.

What We Are Looking For

• High School Diploma or equivalent (GED).
• 1–2 years of experience in customer service or a call center environment; healthcare experience preferred.
• Basic proficiency with Microsoft Office applications (Outlook, Word, Excel).
• Experience working with Medicaid programs preferred.
• Familiarity with medical claims processing or review preferred.
• Excellent oral and written communication skills.
• Strong customer service abilities and professional telephone etiquette.
• Ability to navigate multiple computer systems.
• Positive, patient attitude and ability to work well under pressure.

Nice to Have

• Experience with call tracking software.
• Knowledge of healthcare billing and policy procedures.
• Certification in customer service or a related field.

Benefits and Perks

• Competitive salary range of $29,100.00 - $41,600.00 per year.
• Comprehensive training program to ensure your success in the role.
• Opportunity to grow your career in a company that values work flexibility, learning, and career development.
• Generous, flexible vacation policy.
• 401(k) employer match.
• Remote work arrangement with the flexibility to work from home.
• Access to cutting-edge technology and tools to enhance your productivity.

• Ensure you have a reliable internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload to support remote work.
• Develop your proficiency in Microsoft Office, especially Excel, to enhance your productivity and efficiency in the role.
• Prepare examples of times when you had to resolve complex customer issues or work in a fast-paced environment to demonstrate your skills in your application or interview.
• Familiarize yourself with HIPAA compliance and the importance of maintaining confidentiality of sensitive information in a healthcare-related call center environment.
• Consider obtaining certification in customer service or a related field to increase your competitiveness for the position.
• Practice your multitasking skills by handling multiple tasks or conversations simultaneously to prepare for the dynamic call center environment.
• Showcase your ability to work independently and as part of a team, highlighting your communication and collaboration skills.