REMOTE- Healthcare Customer Service Consultant- Bilingual SPANISH/ENGLISH

Company Description

About Sutherland

Artificial Intelligence. Automation.Cloud engineering. Advanced analytics.For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA.We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

We're Sutherland, and we are seeking attentive, goal-oriented individuals to support the expanding needs of one of our largest health insurance company customers. In this role, you will be responsible for the following:

· Delivering an exceptional customer experience by responding to incoming calls from Members with Medicaid Insurance to assist with simple and complex inquiries

· In times of high call volumes, phone calls may be received back-to-back with an

   “All Hands-on Deck” approach

Duties & Responsibilities

• Billing Inquiries & Complaints
• Authorizations
• Status Inquiries
• Utilization Management Inquiries

Eligibility and Benefits

• Status Inquiries
• Interpreting Medical Benefit Grids
• Updating Primary Care Physicians
• Assisting Members to Find Appropriate Doctors / Specialists
• Motive Care / Transportation Inquiries

Documentation

• Member Inquiries & Specific Details
• Updating Newborn Child Information
• Information provided on the phone call
• Routing Pathways
• Self-Service Option

When you join us, you’ll enjoy:

• Competitive pay rate of $17/hour
• Medical, dental and vision benefits
• Paid training
• Global Flexible Vacation Policy after training
• Company-provided equipment
• Advancement opportunities – 80% of our frontline leaders have been promoted from within
• Monthly rewards & recognition programs
• Employee Discounts
• EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland
• Weekday schedule, Monday-Friday, 8AM-8PM EST

Qualifications

Required Qualifications

• High School Diploma or equivalent
• 1-2 years of experience working in a high-volume call center environment as a customer service representative
• Effective verbal and written communication skills
• Strong typing and analytical abilities
• 35-40 words per minute typing
• Active listening and problem-solving abilities
• Soft skills and a positive attitude
• Multi-tasking skills with a strong attention to detail
• Sufficient Internet speeds while connected to a Remote Desktop Session (10MB Download / 2MB Upload)
• Ability to adhere to a mandatory script for call flow
• Effective communication in a virtual chat environment
• Time Management skills
• Quiet and distraction-free dedicated workspace
• Schedule adherence – Be present and on-time

Preferred Qualifications

• 1-2 years of experience in a medical office setting
• 1-2 years of experience with healthcare insurance
• Medicaid experience highly favored
• 1-2 years of experience with billing or coding
• 1-2 years of experience with back-end processing

IMPORTANT NOTE: This job is open only to residents of the United States, and you must be authorized to work in the US in order to be considered for employment.

Additional Information

About Us

Sutherland, recently recognized as a Great Place to Work in the US, is a digital transformation company, making digital processes feel more human for the customers that we serve. We have been helping customers globally, across industries from financial services to healthcare, entertainment to retail, insurance to gaming, and everything in between, provide exceptional experiences for their customers for over 35 years.

EEOC and Veteran