Client Support Specialist

2 weeks ago


Hampton, Virginia, United States TEKsystems Full time

Position Overview:

The primary role of a Customer Service Representative is to engage with clients, providing essential information in response to inquiries regarding products and services, while also addressing and resolving any complaints that may arise.

A typical representative is tasked with identifying the client's concerns, offering potential solutions, and ensuring follow-up as necessary.

Customer service representatives may handle both inbound and outbound communications, or a mix of the two.

This role involves responding to inquiries from providers and other affiliated representatives concerning eligibility, benefit determinations, and claims adjudication queries or issues. It is crucial to establish and maintain a positive rapport with contacts, presenting a favorable corporate image while addressing inquiries within the required time frames to surpass contractual standards.

Key Responsibilities:

  • Address and resolve customer service or billing issues through activities such as merchandise exchanges, refunds, and bill adjustments.
  • Communicate with customers to respond to inquiries or inform them of claim investigation outcomes and any planned adjustments.
  • Escalate unresolved customer complaints to designated departments for further examination.
  • Maintain accurate records of customer interactions and transactions, documenting details of inquiries, complaints, and actions taken.
  • Handle provider calls exclusively, focusing on the status of claims, submission of claims, or follow-ups on rejected claims.
  • Analyze claims data to identify specific problem areas, including external communication to gather necessary information.
  • Conduct research and provide final resolutions to inquiries within contractual obligations.
  • Determine appropriate authorization or referral of services through communication with the inquirer.
  • Submit claims for adjudication, correction, payment, or review as needed.
  • Educate providers on billing requirements to minimize claim issues.
  • Interact tactfully with individuals in various situations to convey a positive corporate image.
  • Respond to inquiries using multiple communication methods (written correspondence, telephone, web, or email) within time frames to exceed contractual standards.
  • Collect and document data for customer service records and computer analysis.
  • Notify supervisory staff of system issues when identified, researching problems to provide supporting data and examples as necessary.

Note: This position is available only in specific states.

About TEKsystems:

We are partners in transformation, assisting clients in activating ideas and solutions to seize new opportunities. Our team of 80,000 collaborates with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe, and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with forward-thinking leaders to drive change. This is the essence of true partnership. TEKsystems is part of the Allegis Group.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.



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