Remote Customer Service Advocate : Imagenet

Customer Service
United States
April 15, 2025
Full time
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Job Description

Call Center – Springfield, Missouri (Remote)

Join Imagenet and experience a fulfilling career in healthcare. Apply today!

About the Role:

Join our team as a Healthcare Customer Service Advocate, where you will play a crucial role in taking member services calls in relation to policy management, benefits and claim inquiries. You will be a valued member of the team, providing exceptional customer service to our clients and members by ensuring their satisfaction on calls. As a key contributor, you will be responsible for accurately and efficiently reading and relaying information to members.

This position requires a solid understanding of the health care claims, benefits and policy process flows and knowledgeable in healthcare terminology, including ICD-9 and ICD-10 coding.

Job Type: Full-time – 100% Remote Position

Schedule: Monday -Friday 11:00am to 8:00pm EST | 10:00am – 7:00pm CT

Key Responsibilities

  • Member and Provider Support: Manage inbound and outbound calls, responding to member and provider inquiries with professionalism and accuracy. Provide information on membership options, benefits, and account status on behalf of our clients.
  • Application Processing: Review, verify, and process membership applications efficiently, ensuring completeness and accuracy of all required information.
  • Data Entry and Management: Maintain and update member information in our CRM systems, ensuring data integrity and accuracy across multiple client accounts.
  • Multitasking: Handle multiple client accounts and responsibilities simultaneously, managing calls, processing paperwork, and updating databases without compromising on quality.
  • Quality Assurance: Perform regular audits of member data to ensure compliance with client standards and industry regulations, identifying and rectifying any discrepancies.
  • Collaboration: Coordinate with other teams within ImageNet, including IT, customer service, and quality assurance, to resolve issues and enhance service delivery for our clients.
  • Process Improvement: Continuously identify opportunities to streamline processes and contribute to initiatives that improve client satisfaction and operational efficiency.

Job Description

Handle Customer Service Inbound Calls:

  • Receive and respond to calls primarily from members, providers, and occasionally other health plans.
  • Provide information on the status of authorization requests, including both inpatient and outpatient services.
  • Maintain a high level of professionalism and customer service in all interactions.
  • Resolve issues promptly and effectively, ensuring customer satisfaction.

Authorization Management:

  • Address and manage re-direct requests.
  • Handle requests to re-fax authorization documents as needed.

Lines of Business:

  • General Membership, Health Plan Providers, ETC.

Documentation and Compliance:

  • Accurately document call interactions and outcomes in the appropriate systems.
  • Ensure compliance with all relevant regulations and guidelines

Qualifications

  • Educational Background: High School Diploma or General Education Degree (GED) required.
  • Technical Skills:
    • At least one 2-4years of experience in processing health insurance, customer service, call center, medical office, or other healthcare-related field
    • Healthcare Medical Terminology
    • Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
    • Experience with CRM systems or membership databases.
    • Strong typing and data entry skills, with the ability to manage multiple systems simultaneously.
    • Must be able to clear a background check

Other Qualifications:

  • Attention to Detail: Keen ability to detect and correct errors in data, ensuring high standards of accuracy and consistency.
  • Multitasking Ability: Proven track record of effectively managing multiple tasks and priorities in a busy work environment.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to articulate information clearly and confidently to members.
  • Problem-Solving Skills: Strong analytical capabilities with a focus on identifying issues and implementing solutions quickly and effectively.
  • Customer Service Orientation: A passion for delivering exceptional service to clients and their members, aligning with Imagenet’s commitment to excellence.

Work from Home Requirements

  • High Speed Internet of 25MBPS download and 5MBPS upload. You will be required to provide proof of a speed test.
  • Ability to directly hardwire equipment to your modem
  •  Required to have a quiet dedicated work area.

What We Offer: 

  • Paid training period 
  • Medical, Dental, Life, Vision, HSA, 401K
  • PTO
  • Equipment provided

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