About this role
We are searching for a Senior Call Center Representative— someone who works well in a fast-paced setting. In this position, you will serve as a member and/or provider advocate that understands the organization's processes, policies, and procedures to investigate, resolve and/or facilitate the resolution of simple to complex issues/questions. You will be the first point of contact for assistance or information regarding eligibility, benefits, authorizations, claims, referrals and/or any other member/provider demands. Lastly, you will assist and advocate for members and/or providers throughout the complaint and appeal process and support members with timely appointment scheduling.
Think you’ve got what it takes?
Job Duties & Responsibilities
• Act as a secondary resource to Call Center Representatives in the absence of the Team Lead and responds to escalated calls and triages to management, if necessary
• Identify and handle a variety of routine to complex customer or prospect inquiries or requests
• Educate members about their health coverage benefits and services and empowering members/providers by directing them toward available resources for self-help
• Meet Senior Member Service Representative performance goals for customer satisfaction, quality, productivity, and all performance metrics
• Ensure all HIPAA and state privacy and confidentiality requirements/regulations are adhered to at all times
• File complaints and appeals on behalf of members and providers within the regulatory timeframe and in compliance with departmental policies and procedures
Skills & Requirements
• High school diploma or GED
• Minimum of 3 years of customer service, call center, and/or experience within managed care or insurance industry or
• A Bachelor's degree may substitute for two (2) years of the required experience
Other facts
About Texas Children's Hospital
Texas Children’s Hospital is a world-class pediatric facility, nationally recognized as a top children’s hospital, and voted one of the best places to work in Houston for nine years running. We’re committed to creating a healthy community for children by providing the best pediatric care possible, through groundbreaking research and emphasis on education. We also offer a full continuum of family-centered care for women, from obstetrics to well-woman care. As a team member at Texas Children’s Hospital, you’ll work in an environment that values your voice. Texas Children's Hospital, headquartered in Houston, Texas, is recognized as one of America's best children's hospitals.
What you'll do
- The Senior Call Center Representative will act as a member and provider advocate, resolving inquiries related to eligibility, benefits, and claims. They will also assist members and providers throughout the complaint and appeal process.
Ready to join Texas Children's Hospital?
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