Job Description

POSITION DESCRIPTION: As part of our award-winning Support Center team, you will play a significant part in advising external clients, increasing program compliance, and maintaining clients’ trust in our services. You will support products such as electronic payment processing, mobile-expedited payments, and same-day claim payments. Individuals in this role should have a passion for providing an outstanding customer service experience.

ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Take inbound calls and answer questions on product and service information
• Perform research functions including making outbound calls to validate provider contact information
• Perform retention efforts and share benefits of our various product lines with callers
• Identify and resolve customer issues
• Follow up on customer inquiries
• Research billing and payment issues
• Update database records as needed
• Participate in special projects, as needed, which includes outbound calling campaigns

COMPETENCIES/QUALIFICATIONS:

• Ability to speak with Spanish- and English-speaking clientele is required
• Proficient computer skills with the ability to navigate web browsers and learn new software required
• Excellent communication skills including active listening required
• Some college coursework or college degree preferred
• 1+ years of call center experience preferred
• Established customer service experience in a healthcare or insurance setting is a plus
• Understanding of HIPAA regulations is a plus
• Ability to work comfortably in a fast-paced, high-volume call center environment
• Ability to pass a background and credit check

SUPERVISORY RESPONSIBILITY: This position has no direct supervisory responsibilities but could serve as a coach and mentor for other positions in the department.

WORK ENVIRONMENT: This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers, and desk phones.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool, as necessary.

EEO/E-VERIFY: We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

VPay participates in E-Verify to confirm work authorization.

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Company Description

VPay® (www.vpayusa.com) is modernizing the insurance industry by digitizing complex claims payment processes, allowing people to access their funds faster than ever before. Here, we will leverage your talents along with our technology and financial expertise to streamline claims processes across health and dental plans, auto and property insurance, worker’s compensation claims, and third-party administrators. Our great products need great people like you. We invite you to take your career to the next level with our teams that work every day to improve the lives of others. VPay offers competitive compensation, an excellent and accessible benefits package, and a fantastic work environment that is high energy, dynamic, and progressive. Our Support Center is nationally recognized, having won various industry awards each of the past five years. In 2019 and 2020, VPay was also named to Dallas Morning News’ “Top 100 Places to Work”, an annual ranking of the best work environments in the Dallas-Fort Worth metropolitan area based on survey data from our employees. Our office is located in Plano, Texas near the intersection of Coit Road and Plano Parkway.