Customer Care Representative
3 months ago
** Sandata Technologies**
** Customer Care Representative - Tier I**
Port Washington, NY 11050
Sandata Technologies, LLC was founded in 1978 and is undergoing rapid recent growth as the leader in web-based information technologies serving home healthcare providers, social service agencies and managed care organizations. With increasing demand for real time information "on demand," Sandata is uniquely positioned to serve its customers with its unique suite of integrated products delivered 24x7. In the world of health and human services, our web-based information technology solutions combine improved managerial control over the business of care, combined with improving both the cost and the quality of care delivered.
Sandata Technologies is looking for a process-oriented Customer Care Representative that can assist us with being at the forefront of homecare, driving quality and efficiency, and outcomes across the continuum of care. Sandata is growing fast as we continue to lead and improve the homecare industry.
**Description:**
We are looking for a part time Customer Care Representative with experience in the healthcare field. This critical position will provide our customers with superior technical customer service through the courteous, efficient, accurate processing of client issues and requests in a timely and professional manner. Our support specialists assist our clients with browser support, navigating through client and staff scheduling, plan of care documentation, staff compliance, visit verification and electronic and manual billing including remittance review.
**Responsibilities:**
* Use questioning and listening skills to identify, research and resolve customer issues/requests
* Provide effective and timely resolution of a range of customer inquiries
* Strive for one-call resolution of customer issues
* Follow-up on customer inquiries not immediately resolved
* Apply the elements of building positive rapport with different types of customer personalities.
* Accurate completion of call logs and reports
* Document all customer inquiries by opening ticket in detail, and all subsequent communications if issue is not resolved
* Maintain knowledge base with Sandatas changing catalog of services, products as well as State and Federal regulatory requirements.
* Apply proper telephone etiquette at all times
* Display time flexibility towards work shifts
* Ensure security of personal health information (PHI) and report any violations or observations to management.
**Requirements:**
* Healthcare billing and/or accounts receivable experience (Medicare or Medicaid billing a plus)
* Electronic billing and electronic remittance advise experience
* Previous call center experience required
* Prior software support background
* Attention to detail and accuracy
* Strong analytical and problem solving abilities
* Ability to move quickly from project to project
* Strong interpersonal skills and the ability to work independently and in a team environment
* Excellent written communication/listening skills
* Superior customer service skills
**Education/Experience**
* 2+ years higher education
* Healthcare Administration
* Public Health
* Business
* General Desktop support
* Medicaid / Medicare billing experience preferred.
* Understanding of medical electronic billing formats.
* Prior working knowledge of Sandata software a plus.
* Word, Excel, Adobe and Webinars (client shadowing)
* Computer hardware setup and connectivity troubleshooting a plus.
* 2+ years of IT/business related experience.
Sandata is a leading U.S. provider of workforce and operational management solutions and services that enable government agencies, Managed Care Organizations (MCOs), and home care providers to manage and optimize the delivery of home care services.
**Sandata employees enjoy the following benefits:**
* Medical, dental, and vision coverage
* Flexible Spending Account for health and dependent care
* Life insurance
* 401(k) Plan
* Aflac STD, LTD, Critical Illness, Hospital, and Accident insurance
* Employee Assistance Program
* Tuition reimbursement
* Paid vacation and holidays
* Paid lunch break
* Employee discounts and company perks
* Onsite Gym
* Casual work environment
* Frequent employee events and fun social clubs
* Onsite cafeteria with free coffee and tea
Sandata Technologies is an Equal Opportunity Employer M/F/D/V
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