Inbound Investigations Lead (Remote/work from home full time jobs/entry level)

Job Responsibilities : Inbound Investigations Lead (Remote/work from home full time jobs/entry level)

Salary : 20 – $21 an hour

Company : MultiPlan Inc.

Job Description
JOB SUMMARY:

In addition to managing a substantial (50%) workload, the incumbent will partner with leadership colleagues to assure that the team meets its performance metrics, quality performance, and business objectives.  The duties require an advanced knowledge of the Investigations and all related processes.


JOB ROLES AND RESPONSIBILITIES:

1. Monitor call volumes and agent statuses while ensuring excellent customer service. Manage a moderate volume of inbound calls in a timely manner.
2. Answer questions from the agents regarding call procedures and best practices.
3. Answer and mitigate escalation calls to reduce risk of abrasion.
4. Monitor and coach agents on their soft skills.


5. Report and monitor technical issues experienced by the agents to ensure efficiency.
6. Record detailed and accurate case information obtained from calls or written correspondence.
7. Research and request case information to develop cases.Access and acquire benefit information from clients’ remote health claim systems.
8. Maintain department productivity and quality standards.
9. Follow client specific procedures and guidelines.


10. Collaborate, coordinate, and communicate across disciplines and departments.
11. Ensure compliance with HIPAA regulations and requirements.
12. Demonstrate Company’s Core Competencies and values held within.
13. Please note due to the exposure of PHI sensitive data — this role is considered to be a High Risk Role.
14. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.


JOB SCOPE:

This role works under limited supervison in the execution of the roles’ day-to-day responsibilities. Tasks completed within this role will fall within a defined set of duties and responsibilities.

**Pursuant to Colorado’s “Equal Pay for Equal Work Act”, the following salary range is provided solely for applicants living in Colorado.  $20 – $21 an hour.  If an applicant does not live in Colorado, this salary range may not apply.  Specific offers take into account a candidate’s education, experience and skills, as well as the candidate’s work location and internal equity.  This position is also eligible for health insurance, 401k and bonus opportunity


Requirements
JOB REQUIREMENTS (Education, Experience, and Training):

* Minimum high school diploma and two (2) years of work experience in health insurance and/or call center environments. Associates degree in a relevant discipline is strongly preferred..
* Required licensures, professional certifications, and/or Board certifications as applicable.
* Strong communication and client interfacing skills
* Ability to diffuse escalated calls and remain calm under pressure


* Strong organizational and time management skills
* Ability to work independently and as part of a team
* Ability to troubleshoot issues with team members and seek the assistance of Management if needed.
* Conduct themselves in a professional and courteous manner with all team members.
* Good organizational, analytical and independent decision-making skills
* Strong problem-solving skills with the ability to manage multiple priorities and meet associated timelines


* Good written and oral communication skills to interact with all levels within the organization
* Working knowledge of Microsoft Word, Excel, internet research skills
* Minimum 50 WPM typing
* Individual in this position must be able to work in a standard office environment which requires sitting and viewing monitor(s) for extended periods of time, operating standard office equipment such as, but not limited to, a keyboard, copier and telephone.


As an Equal Opportunity Employer, the Company will provide equal consideration to all employees and job candidates without regard to sex, age, race, marital status, sexual orientation, religion, national origin, citizenship status, physical or mental disability, political affiliation, service in the Armed Forces of the United States, or any other characteristic protected by federal, state, or local law.

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