EDI Helpdesk Call Center Rep
Jackson, MS, US, 39157
Summary
Job Description
EDI Helpdesk Call Center Representative
Essential Job Functions
• Answer inbound phone calls from providers and trading partners for Medicaid/Healthcare.
• Serves as 1st tier support for web portal navigation and login/password assistance
• Use critical thinking to understand caller inquires related to claims, electronic data interchange, file submission/issues or web-account issues
• De-escalate situations involving dissatisfied callers, offering patient assistance and support
• Completes complex tasks, assignments, and defined processes with some level of independence
• Navigate information systems to location information for callers (internal database, Medicaid website, knowledge management tools)
• Document all calls accurately
• Identify, prioritize, and resolve most questions and issues independently.
• Escalates more complex questions or issues appropriately
• Stay up to date on all changes to Medicaid/Healthcare policy
• Follow call quality guidelines to create an exceptional provider experience
• Manage call handling time to help our team meet service level goals
• Complies with contract requirements, business unit rules and related industry and legal regulations
• All other duties as assigned
Basic Qualifications
• High school diploma or G.E.D.
• Bachelor’s degree preferred
• Three or more years of customer service experience
• Experience working with various internal departments and personnel
• Experience working with fax machines, computer software, and telephone technology
Other Qualifications
• Business and analytical problem-solving skills
• Communication skills
• Ability to work independently and with a team
• Ability to follow oral and written directions
• Ability to multi-task and prioritize
Work Environment
• Office environment
• Hybrid (Both remote and office) at Ridgeland, MS location
• Office environment
Hours
• Monday-Friday, 8am-5pm
Job Description
Qualifications
Nearest Major Market: Jackson Mississippi