Program Support CSR HealthHelp, Inc.

Position Summary:

The Program Support Customer Service Representative (CSR) is responsible for accepting incoming calls from healthcare providers and sometimes members for companies to which HealthHelp provides radiology management services. The CSR is responsible for assisting healthcare providers to get signed up to use HealthHelps online radiology scheduling software called WebConsult (RadConsult Online). Help the providers fill out the information necessary to get signed up. The CSR will be assigned tasks to setup specific users that work for healthcare providers so they can have accounts on the Internet to login and do the ordering scheduling service themselves. The CSR will interact and help do a small amount of trouble shooting on the phone with the healthcare provider. The CSR will also process the transaction(s) in case the healthcare providers office cannot process their own transaction. It is important that the CSR be able to help the customer and work the software accurately in this job.

Job Qualifications:

1-2 years of experience in a customer service environment; call center experience preferred

High school graduate or equivalent; some college or technical school preferred

Must be able to type 35 wpm

Experience using computer software such as email, word, Internet browser, etc.

Be able to work independently and within a team environment

Self-starter who can work independently utilizing all available resources, policies and procedures and doesnt have to have constant supervision

Computer literate with analytical problem solving skills
Knowledge of medical terminology and anatomy a plus
Managed care telephone referral experience preferred
Excellent oral and written communication skills
Must be able to work flexible shifts

Job Responsibilities:

Ability to function in call center operations environment by assisting with incoming and outgoing phone calls each day to the healthcare providers office. Assisting with getting providers to sign up for custom software that allows the provider to order and schedule radiology tests.
Be able to assist customers when their accounts become locked and getting them unlocked.
Answering the Corporate phone and professionally transfer incoming calls to appropriate parties in the Corporate office
Maintain an appropriate level of call center standards including, but not limited to:
Average Talk Time
Average Speed of Answer
Hold Time
of Calls Answered
of Cases referred to PAC
Perform detailed data entry into a custom application system
Ability to remain flexible and multi-task based on the needs of the team environment at any given time; work to be supportive of the team goals
Meet a daily quota of data assignments once training has been completed.
Assist with customer service satisfaction standards
Ability to work a flexible schedule, including shift hours between 7:45 am and 6:00 pm.
Ability to utilize HealthHelps proprietary software applications to support various customer programs as necessary or required.

Location:	Houston, TX United States