Our team at IMS is looking for highly motivated individuals to join our growing start-up. We strive to innovate the healthcare industry by providing management and consultant services to Independent Physicians Associations (“IPAs”) and Health Plans. Our team utilizes their comprehensive knowledge of the healthcare industry to provide quality services for our contracted Medicare members in a fast-paced and multi-faceted environment. Our positions offer an in-depth perspective of the managed care industry to interested candidates that are looking to take risks and share in professional development and growth alongside our expanding company. If you are looking to make an impact in your career, in a flourishing new company, and in the healthcare industry, we welcome you to apply to join our team!
We are looking for an applicant that is bi-/multi-lingual in Vietnamese and/or Chinese (Mandarin/Cantonese and offer competitive compensation.
The Customer Service Representative (“CSR”) is an integral part of the Provider Services Department with a primary goal to improve quality, act as an advocate to our Providers and Members while providing concierge services. The CSR must be able to utilize all policies and resources to answer questions and direct Providers and Members in order to resolve their concerns. The CSR will assist Provider Relations and Credentialing Department with tasks that also include interactions with providers, outreach to members and other business affiliates of IMS. Routinely communicate organizational policies, procedures and processes anticipate and respond to Provider education needs and conduct ongoing Provider and office staff trainings. Comply with all company policies, trainings, procedures, and expectations, along with all federal, state, and local laws, including HIPAA and confidentiality.
Customer Service Representative has duties in the following:
- 50% Customer Service Duties
- 25% Provider Relation Duties
- 25% Credentialing Duties
Some essential duties include:
- Providing concierge-level customer service towards all calls/emails that come in
- Liaison between IMS clients, members, and IMS departments in resolving issues and concerns.
- Provides general information regarding the Company and programs available
- Conducts portal trainings, assists and troubleshoots account issues
- Responds to internal/external inquiries on application and enrollment matters
- Performs internal audits for internal and external needs regarding credentialing and re-credentialing process
- Assists Credentialing department by implementing credentialing and provider enrollment processes for identified healthcare providers
- Assists in accurately inputting data entry of the credentialing documents into databases
- Responds to internal/external inquiries regarding application and enrollment
- Assist in conducting sanctions checks on providers and other contracted business affiliates/entities to ensure no exclusion in federal programs
Requirements
Required:
- Bi-/Multi-Lingual in Chinese (Cantonese/Mandarin) and/or Vietnamese
- Active Driver’s License: may travel to visit clients
Experience:
- At least 2+ years of related customer service experience preferably in a medical office, management service organization, and/or healthcare setting.
- 1 – 2 years experience in a call center environment
Skills/Knowledge:
- Strong understanding of health insurance eligibility and authorization requirements
- Excellent customer service and telephone etiquette
- Knowledge of medical terminology and managed care system
- Knowledge of insurance authorization process (preferred)
- Conflict resolution and problem-solving abilities
- Active listening and communication
Education:
- High School diploma or equivalent and work experience is required
- Associate degree in a healthcare field is preferred
Reference ID: CSR – 1
Job Type: Full-time
Pay: $17.00 – $25.00 per hour
COVID-19 considerations:
Remote currently; tall cubicles to ensure privacy and safety; large office space that accommodates more than 6 ft. from each employee; plenty of PPE on hand, such as alcohol wipes, spray, and sanitizer available.
Ability to Commute/Relocate:
- Los Angeles, CA (Preferred)
Application Question(s):
- What motivates you or gets you excited to work, and how do you plan to staying productive?
- How do you prefer instruction to be provided to you? Do you like step by step instructions, or do you prefer to have the end goal be given and come up with the best way to complete the task? Provide an example of how a project was given to you and how you completed it.
- You failed to meet a deadline for a project due to pending response from another employee? What next step would you take or how would you respond?
- Describe a time you had to help another teammate, department, or classmate on a project that was not part of your responsibility of work. What made you decide to take on the additional work and how did the project end?
- Have you ever had to manage multiple deadlines set for the same day or week? How do you manage projects and prioritize tasks?
- What are three words that define core aspects of customer service?
- Are you fluent in Chinese and/or Vietnamese? If so, which specific dialect(s)? Please list them.
- For the specific dialect(s) listed, are you able to you fluently read the language?
- For the specific dialect(s) listed, are you able to fluently write the language?
- Besides English and the previously listed languages, are you fluent in any other languages? If so, please list the other languages you are fluent in, and if you are able to read and/or write them. Please be specific.
- Please list your work availability.
- What is your ideal work environment?
- YES OR NO: Are you capable of performing the essential functions of the job for which you are applying for with or without reasonable accommodation?