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:
- Bachelor’s Degree OR additional years of experience in lieu of degree
- 1-3 years of help desk experience
- Proficient with MS Office Suite (Excel, Office, Teams, etc.)
- Excellent communication skills
- Critical thinking
- Self-starter
Preferred Qualifications:
- Experience with Availity
- Experience with Predictal
Job Types: Full-time, Contract
Pay: $21.98 - $25.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Education:
Experience:
- IT help desk : 3 years (Required)
- MS Office Suite (Excel, Office, Teams, etc.): 1 year (Required)
- responses to tickets through the Availity platform: 1 year (Required)
- Predictal: 1 year (Preferred)
Work Location: Remote
