Healthcare Provider Customer Service Specialist

PLEASE NOTE BEFORE APPLYING:

CODOXO IS NOT ABLE TO OFFER SPONSORSHIP OR ACCOMMODATE ANY CANDIDATES THAT ARE CURRENTLY BEING SPONSORED NOW OR IN THE FUTURE

Of the $3.8T we spend on healthcare in the United States annually, about a third of it is estimated to be lost due to waste, fraud and abuse.  Codoxo is the premier provider of artificial intelligence-driven solutions and services that help healthcare companies and agencies proactively detect and reduce risks from fraud, waste, and abuse and ensure payment integrity. Codoxo helps clients manage costs across network management, clinical care, provider coding and billing, payment integrity, and special investigation units. Our software-as-a service applications are built on our proven Forensic AI Engine, which uses patented AI-based technology to identify problems and suspicious behavior far faster and earlier than traditional techniques.

We are venture backed by some of the top investors in the country, with strong financials, and remain one of the fastest growing healthcare AI companies in the industry. 

Position Summary:

Reporting to the manager of Provider Scope the Healthcare Provider Customer Service Specialist serves as a key point of contact for healthcare providers, supporting both provider outreach initiatives and ongoing customer service needs. This role is responsible for driving provider registration, adoption, and engagement with the Codoxo Provider Portal through proactive outreach, provider education, and exceptional customer support.

The ideal candidate is comfortable building relationships with healthcare professionals through outbound engagement efforts while also responding to inbound provider inquiries via phone and email. Success in this role requires strong communication skills, a customer-first mindset, and a passion for helping providers understand and utilize the valuable insights available through Codoxo's platform.

Key Responsibilities:

• Conduct proactive outreach to physicians, medical groups, hospitals, and other healthcare providers to increase awareness, registration, and utilization of the Codoxo Provider Portal.
• Build positive relationships with healthcare providers and office staff while serving as a trusted resource for portal-related questions and support.
• Utilize consultative communication techniques to address provider questions, communicate the value of the portal, and support provider registration, engagement, and long-term utilization.
• Meet or exceed established goals related to provider outreach, registration, engagement, and customer satisfaction.
• Respond to inbound phone calls and emails from providers regarding portal access, registration, reports, and general inquiries.
• Troubleshoot issues related to portal registration, account access, report availability, and user navigation.
• Educate providers on how to access, understand, and effectively utilize their reports and analytics available through the Codoxo Provider Portal.
• Follow up with providers as needed to ensure successful issue resolution and continued engagement.
• Review, validate, and assist with testing of large healthcare datasets to support provider outreach and operational initiatives.
• Collaborate with Data Science, Product, and Operations teams to maintain accurate provider information and improve data quality.
• Log outreach activities, provider interactions, and issue resolutions in company databases and systems.
• Collaborate closely with Customer Success, Product, Engineering, Security, Data Science, and Operations teams to resolve provider concerns and improve the provider experience.
• Identify and appropriately escalate complex technical, operational, or provider-related issues.
• Serve as the voice of the provider by sharing insights and feedback that help improve Codoxo products, services, and engagement strategies.

Qualifications:

• Minimum of 12 months of healthcare call center experience; provider communication preferred.
• High school diploma or equivalent.
• Technical ability - must have good knowledge of navigating and searching websites.
• General knowledge of health plans and provider networks is preferred.
• Prior experience in a call center or customer service role.
• Strong verbal and written communication skills, with the ability to explain complex information in simple terms and provide long-term relationships with providers.
• Strong organizational skills with the ability to manage multiple tasks and priorities simultaneously.
• Proficient in Microsoft Office Suite and experience using customer relationship management (CRM) or other software.
• Knowledge of healthcare products, services, and regulations is a plus.
• Ability to work independently and as part of a team in a fast-paced and high-call environment.
• Willingness to work during business hours, 8 am-8 pm EST as needed based on the provider’s business hours’ time zone.
• Excellent interpersonal and communication skills include building rapport, active listening, patience, empathy, positive attitude, adaptability, flexibility, and professional demeanor.
• Remote Work Requirements: To ensure reliable performance on the company-issued CODOXO laptop, employees working remotely must have a stable high-speed internet connection. Internet performance should be measured using a speed test conducted directly on the CODOXO laptop, not based solely on the internet plan purchased from the provider. 
• Physical Requirements: Work is performed in an office environment (either in our office or work-from home) and requires the ability to work on a computer, operate standard office equipment, and work at a desk. 

Accessibility Notice: If you need reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to careers@codoxo.com with the subject "Accommodation". Reasonable accommodation requests will be considered on a case-by-case basis.

Benefits for You

• Health, Dental, and Vision insurance with 100% employee premium coverage (Starts Day 1)
• Unlimited PTO
• Annual Professional Development stipend
• Annual home office stipend
• 401K Match (after 90 days)

We are an Equal Opportunity Employer:

Codoxo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  This policy applies to all terms and conditions of employment.