Sorry, this listing is no longer accepting applications. Don’t worry, we have more awesome opportunities and internships for you.

Customer Support and Billing Associate

Voya Health

Customer Support and Billing Associate

Tampa, FL +2 locations
Full Time
Paid
  • Responsibilities

    Job Description

     

    Customer Support and Billing Associate 

    Voya Health is on a mission to empower humanity to lead their healthiest life. We believe that great health holds the keys to unlocking personal potential. Our goal is to deliver high-value virtual and in-person care that enables a path to better health. Our human-centered approach, starting with musculoskeletal care, combines innovations in technology and timely communication with integrated care teams designed to cultivate a community of support which ultimately provides the most effective setting for both restorative and preventative healthcare.     

    About You  

    The ideal candidate for the Customer Support Associate position at Voya Health: 

    • You have a passion for helping people and redefining the healthcare experience.
    • You believe in the power of human connection to change people’s lives.
    • You desire to take healthcare to the next level by delivering a service-oriented experience that is second to none.
    • You have a positive attitude, are empathetic, and stay calm in high-stress situations.
    • You are an agile learner and performer.
    • You have spectacular written and verbal communication skills.
    • You approach the complex world of medical billing with a creative and tenacious mindset.  
    • If you have a knack for navigating the nuances of the insurance world and are interested in redefining healthcare, let’s chat!

     

    About the Role  

    The Customer Support and Billing Associate role is a virtual role that will be the front line for inbound and outbound communication with Voya Health’s members. As the Customer Support and Billing Associate, you will play an active role in infusing the patient experience with hospitality and compassionate service, helping to answer questions, resolve technical and billing issues, and educate patients on Voya's services. You will support patients throughout their care journey, helping to manage incoming referrals, outgoing billing and payment requests, and coordinating with the patient’s care team. Additionally, you will communicate feedback internally to the appropriate stakeholders (Clinical, Product, Engineering, etc.) to ensure improvements are made, and externally to billing partners and payors. Being a startup means that this role will be required to wear several hats and be ready to adapt to an ever-changing environment and there may be times where focus shifts quickly from task-oriented work to larger picture strategy. 

     

    Responsibilities   

    • Manage incoming messages, calls, and tickets from patients, using discretion and responding in a timely and hospitable manner to meet our world-class service levels.  
    • Assist patients in trouble-shooting technical issues, such as password resets and accessing in-app resources.  
    • Proactively communicate with patients to collect feedback and whose account or profile requires attention to ensure a smooth clinical experience. 
    • Support patients with navigating their insurance and billing experience, including verifying eligibility, explaining benefits and coverage, obtaining pre-authorization, understanding claims processing, educating on Voya’s billing process, and resolving inquiries.
    • Communicate with insurance companies to investigate and resolve issues, including denials and resubmissions.  
    • Identify trends in denials and opportunities for improvement in the billing process. 
    • Keep a calm and compassionate disposition in high-stress interactions while steering conversations towards solutions. 
    • Coordinate with our internal Tech and Clinical teams to ensure a seamless experience in meeting patient needs, including a sound handoff of communications and creation of appropriate tickets. 
    • Capture all incoming new patient and referral requests from Voya network partners, ensuring the appropriate information is included in one-touch communications. 
    • Assist in the development of technology and service innovations by collecting feedback and presenting to interdepartmental stakeholders internally.

     

     

    Qualifications  

    • 3-5 years of experience in a customer support role within hospitality or health care preferred.
    • 2 years experience working in a medical billing position preferred.
    • 1-3 years at a fast-paced, ever-changing start up preferred.
    • Technical aptitude and ability to learn software programs. 
    • Experience using Zendesk, Jira Service Desk or a similar customer management platform. 
    • Proficient in Microsoft Office Suite or Google Drive, specifically Excel or Sheets. 
    • Knowledge of best-in-class customer service practices. 
    • Knowledge about CPT and ICD-10 coding practices as well as navigating insurance systems preferred.

     

    Soft Skills 

    • Proven track record of providing exceptional experiences for customers 
    • Ability to work in multiple technology platforms simultaneously  
    • A passion for learning and creating new technology 
    • Organization and accountability within a fluid and constantly changing environment 
    • Strong grammar, impeccable written and verbal communication skills 
    • Excellent problem solving and critical thinking skills 
    • Self-motivated with the ability to work independently and collaboratively seamlessly among many stakeholders

     

     

    Benefits 

    • Help create a better way to solve a critical healthcare need with a cutting-edge team.  
    • Social events for the simple pleasure of getting to know each other better. 
    • Vacation time to support a healthy work-life balance. 
    • Opportunity to work remotely from your home. 
    • Training and conference attendance support. 
    • Medical, dental, & vision benefits.

    Powered by JazzHR

    IOVjUslqGo

  • Locations
    Tampa, FL • Nashville, TN • Dallas, TX