Lead customer service representatives and coordinate daily operations, including task assignments, workflow, training, and performance evaluations. Resolve escalated customer issues, analyze performance metrics, collaborate across departments, report operational results, and ensure compliance with company and industry standards.
The Workforce Optimization Coordinator is responsible for real-time monitoring, intraday performance management, and incident tracking. They also prepare daily reports and dashboards while ensuring adherence to established processes and procedures.
The Quality Auditor is responsible for identifying, analyzing, and improving quality metrics to ensure compliance with client contracts. They will conduct audits, provide training, and collaborate with management to enhance workforce performance.
The Director will design and deploy customer experience solutions tailored for healthcare clients while collaborating with cross-functional teams. They will also lead pre-sales activities, including requirement gathering, solution documentation, and cost-benefit analysis.
The supervisor is responsible for leading and developing call center agents while monitoring key performance indicators to ensure operational efficiency. They also handle escalated customer issues, manage daily scheduling, and collaborate with senior management to implement process improvements.
The analyst provides analytical and operational support to the Servicing Quality Control department by managing loan files, conducting audits, and ensuring data accuracy. They are responsible for client communication, reporting, and maintaining billing documentation within established service level agreements.
The specialist will manage patient accounts by handling incoming and outbound calls to resolve outstanding balances and insurance discrepancies. They are responsible for processing payments, evaluating charity eligibility, and maintaining accurate account documentation.
The representative will manage email communications, conduct outbound calls, and accurately document all customer transactions in the host system. They are also responsible for ensuring regulatory compliance and safeguarding protected health information.
The Team Leader manages a team of 12-20 customer service associates to ensure operational excellence, high-quality service, and adherence to KPIs and SLAs. They are responsible for coaching, performance appraisals, scheduling, and resolving escalations to maintain efficient daily operations.
The Team Leader is responsible for managing a team of 12-20 customer service associates to ensure operational excellence and the achievement of KPIs and SLAs. They provide coaching, handle escalations, conduct performance appraisals, and coordinate training and administrative tasks to maintain team efficiency.
The Customer Service Representative handles a high volume of inbound calls to assist healthcare members and providers with billing, claims, and benefits inquiries. They are responsible for navigating multiple computer systems simultaneously while maintaining professional support standards.
The representative will conduct outbound calls and campaigns while accurately documenting all customer transactions in the host system. They are responsible for ensuring compliance with regulatory guidelines and safeguarding protected health information.
