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Job Details

Requisition Number 17-0896
Title Specialist, Customer Support
City Conshohocken
State PA
Description

Our Provider Services team is looking for a Customer Support Specialist to join our team here at Cotiviti! This person is responsible for first level communications with clients and providers and for investigating and accurately responding to providers’ questions and concerns.  Use computerized system for tracking, information gathering, and/or trouble-shooting issues to provide high quality client/provider relations experience.

               

Key Responsibilities

        Provides First Level Support.  Serves as a knowledgeable and helpful representative of Cotiviti when responding to inbound inquires.  Acknowledges the caller, determines the nature of the call and provides a customer-centric, first point of contact to answer inquires, follow-up on claims or disputes, or redirects to internal audit teams or other professionals to achieve satisfactory issue resolution.

        Completes Requests for Additional Information.  As requested or required, reaches out to providers to follow-up on records that were requested by Cotiviti. Place “courtesy calls” to ensure missing records are accounted for.

        Provides Strong Communications.  Serves as a key point of contact and facilitate responses for inquiries and data requests from both internal and external customers.  Communicates directly with the client or providers as necessary following established processes and procedures.

        Meets or Exceeds Standards for Productivity.  Maintains productivity goals and standards set by the department.  Insures all department rules and processes are followed.  Alerts manager of system issues or other issues impacting productivity. 

        Meets or Exceeds Standards for Quality.  Achieves the expected level of quality set by the department.  Accurately maintains data entry of key information into spreadsheets and databases. Provides management team with call center statistics and reports as needed and requested. Alerts manager of issues or concerns impacting quality of work. 

 

 

 

Requirements

Minimum Qualifications

  • High School graduate or equivalent education.
  • 3+ years’ administrative support; with at least 1 year in a customer support role 
  • Computer proficiency in Microsoft Office applications and system databases
  • Requires working knowledge of and applicable industry based standards - specifically around PHI and HIPAA compliance. 
  • Excellent verbal and written communication skills.
  • Ability to work well in an individual and team environment.  

 Work environment 

  • It's expected that this role will spend the majority of their day on the phone
  • This role works out of our Conshohocken offices 
  • The office hours for this position are 10 AM - 6:30 PM ET; Monday - Friday 

 

  • We are an Equal Opportunity Employer.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.

  • Cotiviti is an Equal Opportunity Employer. The Company provides equal employment opportunities to all applicants for employment without regard to gender, sexual orientation or preference, gender identity or expression, race, color, religion, national origin, ethnicity, ancestry, age, marital status, pregnancy, childbirth or related medical conditions, mental or physical disability, veteran status or any other characteristic protected by federal, state or local law, ordinance or regulation.

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