Client Service Representative - Operations

Company Overview

WNS, a company under Capgemini, stands as a pioneer in agent-driven AI-powered intelligent operations and transformation. Serving over 700 clients across 10 different industries such as Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, as well as Travel and Hospitality, WNS combines profound industry expertise with AI-driven platforms and data analytics. Their mission is to deliver lasting business value by creating intelligent, human-centric solutions that yield sustainable outcomes and distinct advantages. The firm operates globally with headquarters spread across four continents, running operations in 13 countries with 65 delivery centers and a workforce exceeding 66,000 employees.

Job Summary and Responsibilities

• Handle administrative intake and structured clinical call intake for clinical reviews.
• Deliver high-quality customer service during interactions with healthcare providers, administrative personnel, and others.
• Work towards fostering and retaining customer satisfaction regarding products and services by providing excellent client support.
• Gather and securely enter confidential data maintaining strict confidentiality protocols.
• Uphold comprehensive documentation standards while performing data input tasks.
• Offer continuous telephonic assistance to healthcare providers and office teams regarding HealthHelp’s Clinical Review procedures.
• Provide occasional administrative assistance to the Clinical Review Department as required.
• Engage in and comprehend responsibilities related to ongoing Quality Improvement Projects.
• Consistently meet and exceed performance metrics such as Average Talk Time (ATT), quality measures, and scheduling adherence.
• Participate in the HealthHelp Quality Management Program as stipulated.
• Strictly follow HIPAA, state, and federal regulations applicable to clinical programs.
• Adhere to the standards of URAC and NCQA in alignment with HealthHelp’s compliance goals.
• Complete additional projects and tasks as assigned.

Qualifications and Requirements

• High School Diploma or GED is mandatory.
• At least one year of experience in healthcare customer service within a call center is required.
• Capability and willingness to physically hardline internet connection into the company-provided computer equipment.
• A minimum internet speed of 5 Mbps upload and 25 Mbps download is essential and verified at onboarding.
• Ability to maintain strict adherence to schedules, with flexibility to adjust as schedules may change.
• Experience in high-volume inbound call centers is preferred.
• A HIPAA-compliant room is necessary and will be verified during onboarding.
• Prior exposure to healthcare settings including authorizations, patient care, CPT codes, etc., is preferred.
• Proficient reading and understanding of clinical terminology is required.
• Ability to perform efficiently in a fast-paced, high-volume, performance-oriented contact center environment.
• Competence in Microsoft Outlook and Windows operating platforms.
• Experience working with dual monitors and navigating multiple software applications simultaneously.
• Strong skills in time management.
• Demonstrated excellence in providing client and customer satisfaction.
• Robust verbal and written communication skills.

Physical Requirements

• Must be able to wear a headset continuously for eight hours daily.
• Ability to respond promptly to instructions in a fast-paced environment.
• Capable of talking without restrictions for an eight-hour workday.
• Ability to sit for long durations without breaks.

Additional Information

Compensation: The base salary is $33,280 per year. Actual compensation will be influenced by factors such as location, total and relevant experience, education, certifications, industry knowledge, skills, and competencies. This role may also qualify for performance bonuses, incentives, or commissions which are not included in the base salary figure.

WNS complies with all applicable pay transparency laws across various states and emphasizes equal employment opportunity, valuing diversity and inclusion across its workforce. This includes reasonable accommodations for disabilities and religious beliefs throughout the hiring process.

Benefits

• Medical, dental, and vision insurance plans.
• Paid time off including holidays and sick leave.
• 401(k) plans with company matching or alternative retirement plans.
• Life and Accidental Death & Dismemberment Insurance.
• Employee Assistance Programs.