Client Service Representative - Operations

About the role

WNS Global Services, part of Capgemini, is hiring a Client Service Representative for its HealthHelp Clinical Review program in Houston. The role handles administrative and scripted clinical intake of calls, supports providers and office staff with the Clinical Review process, and works within a fast-paced contact center.

Key responsibilities

• Conduct administrative intake and scripted clinical intake of calls for clinical review
• Provide quality customer service to providers, administrative staff and others, and maintain customer satisfaction
• Collect and enter confidential information with the highest level of confidentiality
• Maintain high-quality documentation standards for data entry
• Provide ongoing telephonic support to providers and office staff on the Clinical Review process
• Support the Clinical Review Department administratively if needed and take part in Quality Initiative Projects
• Meet KPIs such as Average Talk Time, quality and schedule adherence, and take part in the Quality Management Program
• Follow HIPAA, state and federal regulations, and URAC and NCQA compliance standards

Required profile

• High school diploma or GED
• At least one year of healthcare customer service (call center) experience
• Prior experience in a fast-paced inbound call center, and in the healthcare industry (prior authorizations, patient care, CPT codes), preferred
• Ability to read clinical terminology proficiently
• Ability to work efficiently in a fast-paced, high call volume contact center
• Physical requirements: wear a headset and speak for 8 hours a day, sit for long periods, and respond quickly to instructions

Required skills

• Ability to connect hard-line internet to provided equipment, with upload of 5 Mbps and download of 25 Mbps (verified at onboarding)
• HIPAA-compliant room (verified at onboarding)
• Strict schedule adherence, with flexibility to schedule changes
• MS Outlook and Windows proficiency
• Ability to work on dual monitors and use several applications at once
• Strong verbal and written communication and time management

What we offer

• Base salary of $33,280 per year (16 per hour), with possible performance bonuses, incentives or commissions
• Medical, dental and vision insurance, paid time off, holidays and sick leave
• 401(k) with company match or another retirement plan, life and AD&D insurance, and an Employee Assistance Program

To apply, submit a resume and an optional cover letter through the company's careers page.