Provider Benefits, Assist Line Support

Imagine360 is currently seeking a Provider Benefits, Assist Line Support, to join the team! The key focus is to accurately and timely assist the Conduent Staff with questions regarding plan language, benefits, claims and accurately and timely record each interaction in the appropriate database. Deliver real-time coaching and guidance to ensure the callers' needs are met. You will also be responsible for providing support to agents for escalated calls, as well as taking control of the call when needed. Additionally, you'll assist in taking real-time calls from providers regarding Imagine360 Employee and inquiries and at times making out bound calls to providers regarding claims support for our advocacy team.

Location: 100% remote

Responsibilities include but are not limited to:

• Assist team members in all facets of handling incoming inquiries including phone calls, etc.
• Handle and own escalated provider calls to completion.
• Log all interactions inappropriate database
• Work closely with team members to provide guidance, real time coaching and support to ensure provider satisfaction.
• Assists Conduent Provider Services in resolving complex issues and challenging customer situations
• Exhibit a strong working knowledge of all department business operations; demonstrate a prudent perspective to decisions and solutions
• Assist in handling Provider Calls regarding Imagine 360 Employee support.
• Assist at times the Advocacy Team in calls to providers related to claims inquiries
• Review current processes and procedures and make recommendations for improvements and/or efficiencies.
• Ensures Conduent Provider Services clearly and accurately respond to phone, email and chat inquires.
• Clearly interprets plan documents and explains to customer; explains claim payment information.
• Acts supportively and empathetically to customers.
• Appropriately escalates difficult issues to appropriate leadership
• Actively participate in team/department meetings and training initiatives.
• Performs self-quality monitoring in order to develop and execute plans to meet established goals.
• Provides ongoing feedback for improvement to Customer Service

Required Experience/Education:

• High School Diploma or GED

Preferred experience:

• 2+ years of required service experience including 1+ year in a leadership role or demonstrable leadership qualities required
• Previous experience in medical insurance preferred

Skills and Abilities:

• Must have intermediate knowledge and skills using Microsoft Outlook, Word, and Excel as well as other job-specific software, including but not limited to Macess, GBAS, Javelina,miBenefits,Collybus, Docushare, Ventanex, MSRP, Wiki and vendor websites
• Ability to apply good business understanding and technical decisions with bottom line focus.
• Superior soft skills, written and verbal communicationskillsand emotional intelligence

What can Imagine360 offer you?

• Multiple Health plan options
• Company paid employee premiums for disability and life insurance
• Parental Leave Policy
• 20 days PTO to start / 10 Paid Holidays
• Tuition reimbursement
• 401k Company contribution
• Company paid Short & Long term Disability plus Life Insurance
• Professional development initiatives / continuous learning opportunities
• Opportunities to participate in and support the company's diversity and inclusion initiatives

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Imagine360 is a health plan solution company that combines 50+ years of self-funding healthcare expertise. Over the years, we've helped thousands of employers save billions on healthcare. Our breakthrough total health plan solution is fixing today's one-size-fits-none PPO insurance problems with powerful, customized, member-focused solutions.

Imagine360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

**RECRUITMENT AGENCIES PLEASE NOTE: Imagine360 will only accept applications from agencies/business partners that have been invited to work on a specific role. Candidate Resumes/CV's submitted without permission or directly to Hiring Managers will be considered unsolicited and no fee will be payable. Thank you for your cooperation**