Job Details Level Experienced Job Location Corporate Office -TN - Brentwood, TN Position Type Full Time Education Level High School Travel Percentage None Job Shift Day Job Category Insurance Description Mission Upon order input from Sales, a request to verify patient insurance benefit eligibility and product insurance coverage and prior authorization is processed by the Insurance agent. The Insurance agent will utilize various systems as well as phone/fax and email to obtain required information necessary to process the order. Knowledge of products; billing codes and insurance eligibility and prior authorization processes is required. This will require individuals who are high-energy, focused on results, persistent, and possess superior customer service skills to get things done through others in which they may not have authority over. The position will require interaction with professionals within doctors offices as well as with patients. Candidates MUST possess excellent communication skills to communicate with insurance carriers; physicians and patients without being a nuisance. Individuals will need to have a proven track record indicating the ability to manage workload to ensure follow-up calls are made timely, ability to probe for clarification and be an active listener to better understand specific doctor practices and flow for completing paperwork. Meet or exceed daily call metrics goals to ensure daily service level goals are being met Maintain daily goal for after call work of 20% of total log in time. Maintain daily goal of < two hours off time to include one hour lunch and two fifteen minute breaks. Monitor inbound queue to be mindful of callers waiting for an agent. Complete all new insurance verifications/authorizations in queue each day Proper management of pending orders; insurance verification requests and prior authorizations Be proactive to call insurance companies; physicians and/or patients back regarding pending orders and other concerns to resolve pending orders. Input appropriate level of notes for pending reasons and appropriate follow-up. Goal is to obtain at least 70% of all verifications within 7 business days Proactive, initiative Excellent verbal communication skills Attention to Detail Driven, motivated by results Work Ethic Teamwork Qualifications Bachelor's degree is preferred; high school diploma or equivalent required 1 2 years of customer service experience Call Center experience preferred Ability to handle work volume within an environment that has a large volume of calls Display a strong customer service focus 8 hours a day Demonstrate proficiency with PC, including ability to use a mouse and keyboard interchangeably ; proficient in Microsoft Office applications Ability to use telephone equipment, including headset Demonstrate high-level communication skills by expressing thoughts and information clearly and succinctly using proper business English and correct grammar Communicates information in a tactful and positive manner at all times EQUIPMENT, TOOLS AND WORK AIDS: Phone System, Personal Computer (Desktop or Laptop) and appropriate software applications, Calculator, Printer, Facsimile Machine, Scanner and other office equipment as necessary or assigned. WORKING CONDITIONS AND ENVIRONMENTAL HAZARDS: Air conditioned, sheltered work environment with little or no exposure to hazardous or toxic airborne materials. May be sitting for long periods of time; may be required to perform tasks requiring repetitive hand movements. No environmental hazards indicated for this classification. STRENGTH REQUIREMENT: Sedentary Work: Seated for the better part of the day performing functions of an administrative or clerical nature; may require stooping, bending, reaching, pushing, pulling, shifting or carrying of objects of up to 15 lbs on occasion. May perform tasks of a repetitive nature; i.e. keyboarding, calculating, etc. Has a moderate degree of control within the work environment; can modify placement of portable equipment; lighting and furniture, with approval. TYPE OF PHYSICAL REQUIREMENTS: Acuity near : Clarity of vision at 20 inches or less with or without correction. Talking : Expressing or exchanging ideas by means of the spoken word. Talking is important for those activities in which workers must impart oral information to clients or to the public, and in those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. Must be clear in discussing product and requirement for compliance with federal regulations to complete order. Hearing : Perceiving the nature of sounds. Hearing is important for those activities which require ability to receive detailed information through oral communications. Incumbent should display patience with clients who may have language challenges or their own hearing issues. Bi-lingual assistance is available, in most cases. Hearing disabilities may be accommodated depending on severity or essential tasks of position.