ESP Prior Approval Escalation Review Specialist

1 week ago

Melbourne, United States Percepta Full time
ESP Prior Approval Escalation Review Specialist

At Percepta, we bring first-class service across each market we support . As a ESP Prior Approval Escalation Review Specialist in Melbourne, Florida , you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

Prior Approval Escalation Review Specialist is responsible for reviewing claims that have been escalated for review due to their cost. The Escalation Review Specialist will also evaluate existing processes as they relate to the claims that are escalated and provide feedback on processes that can be improved. The Escalation Review Specialist will interact directly with the Ford Protect clients on multiple duties in a professional manner while championing Percepta's values.

What You'll Be Doing

•Reviews of all claims submitted into the escalation queue for high-cost review (>$7.5K); ensuring the claims are within contract policy, department policy, and client direction.

•Further escalating claims to final level as required by Ford Delegation of Authority guidelines with clear and concise documentation for the next level to review.

•Identify process breakdowns and gaps in the claims handling process, perform root cause analysis and recommend process or policy enhancements to improve customer experiences.

•Provide input on tools, job aides and bulletins to improve claim processing.

•Work on other activities and/or projects as requested by Management.

What You Bring to the Role

•Minimum 2 years of experience as a Technical Service Representative III - required.

•Experience managing client interactions.

•Minimum 3 years Strong customer service background and experience

•Minimum 3 years Automotive OEM and/or Automotive Dealership experience preferred.

•Strong customer service skills, with a commitment to quality and customer satisfaction

•Strong oral and written communication skills, with ability to persuade and sell using a business case.

•Advanced analytical skills with ability to interpret existing data to suggest resolution.

•Strong problem solving and decision-making skills.

•Creative and forward thinking. Seeks opportunities for innovation/ continuous improvement and proposes solutions.

•Strong time management, organizational and planning skills, able to prioritize, multitasks, adapt, and thrive in a fast paced, results-driven environment.

•Self-starter, who demonstrates initiative, resourcefulness, and ability to work independently.

•Quick learner, with a desire and interest in learning new information.

•Ability to build relationships with Team Leaders, Technical Representatives, Ford Regional and Dealer management and adapt approach to different management styles.

•Ability to function as a single contact point for Ford Regional and Dealer Management as needed.

•Facilitation skills and leadership skills. Capable of effectively facilitating meetings and developing and delivering presentations

•Must represent Percepta professionally with all clients and external organizations and contacts.

•Ability to analyze repair shop claim information to determine contract coverage.

•Ability to speak confidently about extended service business products and prior approval process.

•Ability to utilize web based technical service information to complete the claim adjudication process.
  • Excellent interpersonal skills in a team environment
  • Communicate and articulate in an effective manner both verbally and written.
  • Strong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.)

•Flexibility and adaptability in a fast-paced environment.

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by them every day . As a Percepta team member, you can expect:

Culture of Service - to be treated like you are the customer from day one.

Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions.

Respect - a team that is accountable, dependable and gives you their full attention.

Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.

Career Growth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun

Competitive Compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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