Customer Service Representative

Customer Service Representative

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Overview

Guidehouse is a leading global provider of consulting services to the public and commercial markets with broad capabilities in management, technology, and risk consulting. We help clients address their toughest challenges and navigate significant regulatory pressures with a focus on transformational change, business resiliency, and technology-driven innovation. Across a range of advisory, consulting, outsourcing, and digital services, we create scalable, innovative solutions that prepare our clients for future growth and success. The company has more than 10,000 professionals in over 50 locations globally. Guidehouse is a Veritas Capital portfolio company, led by seasoned professionals with proven and diverse expertise in traditional and emerging technologies, markets, and agenda-setting issues driving national and global economies. For more information, please visit: www.guidehouse.com.

Responsibilities

The Customer Service Representative, under general supervision and according to established policies and procedures, performs a variety of duties related to the customer service and self-pay functions. Such duties may include, but are not limited to, the following responsibilities:

• Answer inbound customer service calls and make some outbound follow up calls in a professional, patient experience and customer service-oriented manner.
• Answer the calls timely without drops/abandons.
• Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution.
• Facilitate resolution by referring the matter to the issue/content expert.
• Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert can effectively resolve the matter.
• Resubmit Corrected Claims and supporting documentation as need for the patient experience.
• Communicate with other organizational departments to ensure proper handling of patient accounts.
• Communicates issues to management timely and performs other duties as assigned by direct supervisors.
• Perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure

Qualifications

Required Qualifications:

• HS Diploma or equivalent
• 2 years customer service

Preferred Qualifications:

• Exceptional customer service skills including effective and efficient problem solving and analyzing skills.
• Professional and calming tone of voice with complete command of the English language free of use of inappropriate grammar.
• Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact.
• Ability to perform essential job functions with high degree of independence, flexibility, and creative problem-solving techniques.
• Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
• Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities.
• Ability to interpret and apply reimbursement aspects of managed healthcare contracts.
• Attentive listening skills.
• Ability to clearly articulate a response to the customer using appropriate voice modulation.
• Bilingual (English/Spanish) preferred
• 1-3 years related or general knowledge of payor-specific or medical specialty billing
• Dialer experience preferred

Additional Requirements

• The successful candidate must not be subject to employment restrictions from a former employer (such as a non-compete) that would prevent the candidate from performing the job responsibilities as described.
• Due to our contractual requirements, to be eligible for this role, you must be fully COVID-19 vaccinated at time of hire.

Disclaimer

About Guidehouse

Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1- or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.

Rewards and Benefits

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

• Position may be eligible for a discretionary variable incentive bonus
• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Parental Leave and Adoption Assistance
• 401(k) Retirement Plan
• Basic Life Voluntary Life Insurance
• Health Savings Account, Healthcare, Dental/Vision & Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach

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