Provider Call Center Representative

Overview:

What you can expect! 

Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!

Join our dynamic team as a Provider Call Center Representative at IEHP! Under the guidance of the Provider Call Center Supervisor, you’ll be the Provider Advocate, responding to calls with a friendly and professional demeanor. As the bridge between IEHP and Providers, you’ll assists with eligibility, benefits, and navigate them through the Provider portal. For handling claim inquiries to collaborating with various teams, you’ll ensure seamless resolution and exceptional customer service. Be a part of our mission, demonstrate expertise in IEHP product lines. And contribute to the success of our Provider Services.

Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Perks

IEHP is not only committed to healing and inspiring the human spirit of our Members; we also aim to match our Team Members with the same energy by providing prime benefits and more.

• CalPERS retirement
• 457(b) option with a contribution match
• Generous paid time off- vacation, holidays, sick
• State of the art fitness center on-site
• Medical Insurance with Dental and Vision
• Paid life insurance for employees with additional options
• Short-term, and long-term disability options
• Pet care insurance
• Flexible Spending Account – Health Care/Childcare
• Wellness programs that promote a healthy work-life balance
• Career advancement opportunities and professional development
• Competitive salary with annual merit increase
• Team bonus opportunities

1. Act as a Provider Advocate.
2. Communicate with contracted and non-contracted Providers by providing information and assistance as appropriate.
3. Assist Providers with interpreting Member eligibility and benefit information for any and all IEHP lines of business.
4. Assist with general question about the IEHP Programs and Member benefits.
5. Assist with direction on the IEHP Provider portal, including how to set up accounts, troubleshooting and navigating the website, how to submit and retrieve necessary information.
6. Handle claim status inquiries, researching and facilitating resolution of payment issues; provider education on remittance advice interpretation and reimbursement, and informing providers of the IEHP claims appeals process. 
7. Work closely with the Claims Team in resolving claims discrepancies, inappropriate denials, and delays in payments.
8. Provide IEHP Vision providers with eligibility; process authorizations and Vision Exception Requests (VERs).
9. Answer questions regarding UM authorizations and denials. Make appropriate changes to authorizations and transfer calls to UM for clinical inquiries Educate providers on IEHP Referral process.
10. Assist Behavioral Health (BH) Providers with questions on benefits and guide BH Providers through the Provider portal in submitting online forms.
11. Work closely with Finance Team on possible overpayments and to request assistance with payment verification, including the voiding and reissue of checks, updates to W-9 changes.
12. Meet IEHP and Provide Services Call Center Standard Work and performance expectations. This includes, but is not limited to the following:
    1. Successful completion of 6-week Provider Call Center training
    2. Active participation in continuous training
    3. Use telephone system and other IEHP equipment appropriately and for professional reasons only
    4. Follow required call scripts and QA requirements
    5. Ability to handle high call volume
    6. Strict adherence to specific work schedule and IEHP Attendance and Punctuality Policy
    7. Participate in Provider Call Center meetings, which are held approximately twice a month from 7:00am to 8:00am
    8. Maintain standards for Provider and Member Rights and Responsibilities, such as maintaining Provider and Member confidentiality
    9. Document timely and accurate of all calls received. Over 100% call documentation is required
13. Provide excellent customer service to all callers. Demonstrate a high level of patience and respect with every caller, avoid distractions (reading non-work related materials, using cell phones or other non-work related electronic devices), ensuring each caller is assisted promptly and appropriately and follow Provider Call Center established call handle Quality Assurance Standards and Objectives
14. Extensive knowledge of all IEHP product lines (Medi-Cal, DualChoice, and Healthy Kids) and ability to transfer knowledge to all callers’ inquiries.
15. Assist the Provider Call Center or Provider Services Departments with projects, as needed.
16. Timely follow up with Providers on cases as needed.

Education & Requirements 

• Six (6) months customer service experience with prior experience in handling problems and complaints with a high level of patience.

• Experience in learning and following standards and procedures. Microsoft Windows applications experience.

• High school diploma or GED required

• Pay rate: $23.00/hourly 

Key Qualifications

• Medi-Cal program and benefit requirements experience desired. HMO or Managed Care Experience preferred.
• One (1) year knowledge of medical groups/HMO/IPA operations, in a managed care setting preferred
• Understanding of and sensitivity to multi-cultural community
• Ability to diffuse difficult situations.
• High technological aptitude with easy adaptability to diverse conditions, and troubleshooting
• Ability to establish and maintain effective working relationships with others. Must be detailed-oriented
• Telephone courtesy
• High degree of patience

Start your journey towards a thriving future with IEHP and apply!