Customer Service Representative (Hybrid – Atlanta, GA )

Alliant Health Solutions, a “Best Place to Work” and “Healthiest Employer”, is currently seeking Customer Service Representative I.

Alliant Health Group is a family of companies that provides professional services supporting the effective administration of healthcare programs and funding to support healthcare improvement initiatives. Alliant Health Solutions provides Federal and state government entities with the services, expertise and information systems necessary to increase the effectiveness, accessibility and value of health care. The Company is named a “Best Place to Work” and “Healthiest Workplace” by the Atlanta Business Chronicle.

Currently, the Company is looking for a service-oriented, Customer Service Representative, to work in the office and remotely or hybrid.

In this role, the ideal candidate will answer incoming call center phone calls in a timely and professional manner, supporting the workgroup with accurate, organized and timely system monitoring, documentation, communication, and management of electronic files. The customer service representative performs all administrative duties for assigned workgroup, generating appropriate worksheets, logs, letters, and reports Additional job responsibilities include:

• Ensure that all incoming call center phone calls are answered within department guidelines
• Ensure that all correspondence and provider requests are tracked or logged, reviewed for completeness, chart is instituted (if necessary), and processed accurately
• Provide administrative support to assigned team including typing, electronic file maintenance, hard copy filing, processing of outgoing correspondence
• Process claim and/or perform data entry in the internal/external document retrieval systems
• Maintain and organize the file room of all outgoing correspondence sent to the providers and paper processed claims
• Prepare overnight packages and assists in mail processes as needed
• Respond to customer inquiry questions professionally and directs customer to appropriate resources
• Participate in Quality Improvement activities and comply with departmental telephone monitoring guidelines
• Work in close collaboration with other team members to support the development of new projects and the continuous improvement of the overall work of the team
• Promote core values of team work, professionalism, effective communication skills and positive attitude
• Maintain security and confidentiality of all information in accordance with HIPAA laws and regulations and company policies
• Demonstrate compliance with company corporate and departmental policies as evidenced by attendance, punctuality, and dress
• Perform other duties as assigned

The knowledge, skills and abilities required for the role include:

• Proficiency in grammar, spelling and filing skills
• Knowledge, skill, and ability to communicate in verbal and written formats to internal and external customers and exceed customers’ expectations and communicate
• Knowledge skill and ability to prioritize work and time, including scheduling, coordinating work, and managing multiple tasks and deadlines
• Ability to work with a team and perform work independently by use of creative thinking, thorough analysis of problems, and use of innovative approaches to problem resolution
• Knowledge, skill, and ability to provide customer care on the telephone skills, including ability to handle challenging or difficult calls/callers
• Knowledge of administrative practices and procedures, and familiar with medical terminology and Medicaid program
• Basic computer knowledge, including word-processing (40-50 WPM) and data entry skills required.
• Intermediate knowledge of Microsoft 365 applications including Outlook, Word, Excel, Teams, and Internet
• Ability to travel by car or plane to Company locations, customer meetings or other locations as needed

education, experience and training requirements include:

• Requirements
  • High school diploma or equivalent
  • A minimum of one to two years of related experience in general clerical duties
  • Previous telephone or customer service experience required

• Preferred requirements

  • Technical college degree
  • Experience working in healthcare or medical setting