Provides technical and transactional support and education to providers via phone. This position is proficient at handling all provider service inquiries from simple to complex in a multi-tasking environment. Function as a resource to providers with questions related to the VA Program, contracting, claims, or authorizations.
o Conducts outbound calls to providers dealing with complex issues, applying in-depth knowledge of program, processes, and procedures. Provides excellent customer service.
o Provides analysis and problem resolution for issues resulting from provider utilization of TriWest secured provider portal.
o Handles inbound calls from providers regarding contracts, credentialing and negotiation. Escalate and triage to appropriate department staff as needed. Provides excellent customer service.
o Ensures calls and issues are identified, tracked, reported on and resolved in a timely manner.
o Maintains comprehensive tracking and documentation for all identified issues to completion.
o Applies comprehensive knowledge of the VA program and its related technology in handling service calls and education of providers.
o Proficient at technical problem solving and decision making.
o Performs other duties as assigned.
o Regular and reliable attendance is required.
Education & Experience
o Associates degree in Business, Health Care Administration or related field or equivalent experience
o 2+ years of experience in a high volume customer service, medical office or contact center environment
o Bachelor's degree in Business, Health Care Administration or related field
o VA Program experience
o Excellent written and verbal communication skills
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