Position is primarily responsible for answering escalated claim adjustment requests and resolving issues received through transferred provider phone calls, customer service management and miscellaneous special project work. Acts as a subject matter expert and handles more complex provider issues.
Answers CSR claim inquiries via live transfer and resolves issues real time.
Thoroughly researches post payment claims and takes appropriate action to resolve them within turnaround time requirements and quality standards.
Acts as a liaison between internal departments on data gathering and problem solving while investigating problems of an unusual nature in the area of responsibility. Presents proposed solutions in a clear and concise manner.
Processes claim adjustment request in Peradigm Queue routing system and provides appropriate level of coaching, analysis and resolution to CSR or Provider.
Assists team members often guiding them to the appropriate resolution of more complex and difficult cases.
Identify root cause issues to ensure enterprise solutions and communicate findings as needed.
Utilize Customer service skills to create a high-quality customer experience, as reflected through Provider feedback, quality monitors and payment accuracy.
Assist in education of Providers as it relates to claims processing.
Resolve critical errors as it relates to rejections, coding denials, claims processing and pricing.
Adhere to call metric and handle times to ensure in meeting Service level goals are met.
Assists with special projects as assigned or directed.
Required A High School or GED
Required or equivalent work experience
Required 3 years of experience in a claims, customer service or health insurance environment
Preferred Other Previous experience in a healthcare environment
Intermediate Demonstrated written communication skills
Intermediate Demonstrated interpersonal/verbal communication skills
Intermediate Ability to effectively present information and respond to questions from peers and management
Intermediate Ability to work as part of a team
Intermediate Other Ability to follow direction
Licenses and Certifications: A license in one of the following is required: Technical Skills:Languages:
About us Headquartered in Tampa, Fla., WellCare Health Plans, Inc. (NYSE: WCG) focuses primarily on providing government-sponsored managed care services to families, children, seniors and individuals with complex medical needs primarily through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans, as well as individuals in the Health Insurance Marketplace. WellCare serves approximately 5.5 million members nationwide as of September 30, 2018. WellCare is a Fortune 500 company that employs nearly 12,000 associates across the country and was ranked a "World's Most Admired Company" in 2018 by Fortune magazine. For more information about WellCare, please visit the company's website at www.wellcare.com. EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, creed, age, sex, pregnancy, veteran status, marital status, sexual orientation, gender identity or expression, national origin, ancestry, disability, genetic information, childbirth or related medical condition or other legally protected basis protected by applicable federal or state law except where a bona fide occupational qualification applies. Comprehensive Health Management, Inc. is an equal opportunity employer, M/F/D/V/SO.