Become a subject matter expert on all aspects of the Recovery Audit Contractor (RAC) processes.
Be available for incoming calls in a queue-based, call center environment with adherence to established scheduling.
Handle phone and written interactions within defined quality standards for criterion such as, but not limited to; correct use of grammar and spelling, professionalism, accuracy, and thoroughness.
Research and respond to all provider inquiries in a timely, thorough, and accurate manner while seeking to give them added value they did not anticipate.
Adhere to company policies, and established procedures for documentation and other operational processes.
Demonstrate solid problem-solving skills – learning from prior experiences while understanding unique circumstances that may warrant a different approach. Seeing beyond what a provider says and discern what they mean.
Utilize various Connolly systems to access claim/provider information as needed.
Adhere to established policies for authorization and authentication, maintaining confidentiality of proprietary Connolly information, data, systems, and findings.
Strict compliance with all HIPAA regulations regarding the safe-guarding of Protected Health Information and Personal Identifiable Information.
Demonstrate strong customer service tendencies with the ability to see through the eyes of the provider and balance decisions/actions with a solid understanding of business needs.
Exceptional communication skills – both written and verbal
Prior experience in an in-bound call center environment
Excellent customer-service tendencies
Strong analytical/problem-solving skills
Can effectively organize multiple sources of work with the ability to multi-task – can manage interruptions while keeping focus on priorities
Ability to effectively listen, develop rapport, and creatively problem solve even when faced with a difficult caller – maintaining a calm and professional demeanor under pressure
Strong desire to learn with a demonstrated ability to learn new information quickly
Flexibility and adaptability when responding to changing priorities
Drive for results
Works well to develop rapport with diverse members of the same team
Strong keyboard and PC skills – ability to toggle between multiple applications, and develop efficient methods to organize the PC desktop. Working knowledge of Windows-based applications, databases, and software including Word, Excel, Outlook, and Internet Explorer is preferred
Responds positively to feedback and coaching – whether informal or formal through review of correspondence and recorded phone calls
Position requires 1-3+ years of related industry experience – customer service, healthcare, and/or claims/reimbursement.