Responsibilities and Duties:

Monitor and manage tickets raised in Availity, originating from provider offices or Availity Customer Service representatives.
Ensure timely and accurate responses to tickets through the Availity platform.
Initiate follow-up calls to provider offices when additional clarification or information is required.
Develop and maintain Standard Operating Procedures (SOPs) for the consistent handling of ticket types, including a triage process for offshore restrictions.
Create and maintain detailed reports for internal tracking and audit purposes.
Develop tracking mechanisms to monitor ticket volume, resolution times, and response quality.
Provide weekly reporting on ticket turnaround time, types of inquiries, trends and recurring issues from ticket data to support continuous process improvement
Develop and implement call scripts or response templates for frequently occurring ticket scenarios, ensuring consistency and efficiency

Required Qualifications:

Preferred Qualifications:

Job Types: Full-time, Contract

Pay: $21.98 - $25.00 per hour

Expected hours: 40 per week

Benefits:

Education:

Experience:

Work Location: Remote

TIMESSQUARETECH NYC INC

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