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EDI Helpdesk Call Center Rep

Date:  Jun 16, 2022

Jackson, MS, US, 39157

Req ID:  11795


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

•    Monday-Friday, 8am-5pm

Job Description


Nearest Major Market: Jackson Mississippi

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