About SutherlandArtificial Intelligence. Automation.Cloud engineering. Advanced analytics.For business leaders, these are key factors of success. For us, they’re our core expertise.We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA.We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.SutherlandUnlocking digital performance. Delivering measurable results.We're Sutherland, and we are seeking attentive, goal-oriented individuals to support the expanding needs of one of our largest health insurance company customers. In this role, you will be responsible for the following:· Delivering an exceptional customer experience by responding to incoming calls from Members with Medicaid Insurance to assist with simple and complex inquiries· In times of high call volumes, phone calls may be received back-to-back with an“All Hands-on Deck” approachDuties & Responsibilities
Billing Inquiries & Complaints
Authorizations
Status Inquiries
Utilization Management Inquiries
Eligibility and Benefits
Status Inquiries
Interpreting Medical Benefit Grids
Updating Primary Care Physicians
Assisting Members to Find Appropriate Doctors / Specialists
Motive Care / Transportation Inquiries
Documentation
Member Inquiries & Specific Details
Updating Newborn Child Information
Information provided on the phone call
Routing Pathways
Self-Service Option
When you join us, you’ll enjoy:
Competitive pay rate of $17/hour
Medical, dental and vision benefits
Paid training
Global Flexible Vacation Policy after training
Company-provided equipment
Advancement opportunities – 80% of our frontline leaders have been promoted from within
Monthly rewards & recognition programs
Employee Discounts
EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland
Weekday schedule, Monday-Friday, 8AM-8PM EST
Required Qualifications
High School Diploma or equivalent
1-2 years of experience working in a high-volume call center environment as a customer service representative
Effective verbal and written communication skills
Strong typing and analytical abilities
35-40 words per minute typing
Active listening and problem-solving abilities
Soft skills and a positive attitude
Multi-tasking skills with a strong attention to detail
Sufficient Internet speeds while connected to a Remote Desktop Session (10MB Download / 2MB Upload)
Ability to adhere to a mandatory script for call flow
Effective communication in a virtual chat environment
Time Management skills
Quiet and distraction-free dedicated workspace
Schedule adherence – Be present and on-time
Preferred Qualifications
1-2 years of experience in a medical office setting
1-2 years of experience with healthcare insurance
Medicaid experience highly favored
1-2 years of experience with billing or coding
1-2 years of experience with back-end processing
IMPORTANT NOTE: This job is open only to residents of the United States, and you must be authorized to work in the US in order to be considered for employment.About UsSutherland, recently recognized as a Great Place to Work in the US, is a digital transformation company, making digital processes feel more human for the customers that we serve. We have been helping customers globally, across industries from financial services to healthcare, entertainment to retail, insurance to gaming, and everything in between, provide exceptional experiences for their customers for over 35 years.EEOC and Veteran DocumentationDuring employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.#SPEEOC and Veteran DocumentationDuring employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.