Responsibilities Include:
- Evaluating claims to determine whether they qualify for reimbursement
- Delivering exceptional service to our members via phone, chat, and email, offering education and guidance to help them navigate the Garner claims process
- Following documented best practices for handling claims and communicating with members; suggesting process improvements as you identify them
- Manage and organize workload using Garner’s platform and tools, including Zendesk and G Suite
- Achieving pre-defined goals for claims processing volume, efficiency, and quality
- Triaging and escalating complex and urgent member situations
- Retaining detail-oriented working knowledge of Garner processes and healthcare billing practices
- Relaying member feedback to leadership teams to improve Garner’s solution
Position Summary
SBT is looking for a Customer Support Representative to help take our company’s growth to the next level. The ideal candidate will be responsible for providing text and payment support to our clients. Duties include handling high priority tickets within a fast-paced environment, escalating client/software issues to technical, and understand/analyze client requests to ensure high CSAT. It will be imperative that this person be detail-oriented, self-motivated, able to stay focused in a fast-paced environment and adapt to frequent updates.
Job Specific Duties and Responsibilities
- Help oversee day-to-day SBT Customer Support functions.
- Ticketing Management within HubSpot.
- Respond/resolve customer inquiries to achieve company SLA’s.
- Identifying and assessing customers’ needs to achieve high CSAT.
- Support the efforts of senior management to maintain a high NPS.
- Escalating tickets and concerns.
- Obsessed about client satisfaction.
- Keep accurate and detailed records of customer interactions, action items, and file documentation.
- Resolve client issues by using the appropriate tools/channels.
- Troubleshoot client issues and partner with technical for resolution.
- Text Support; new account creations, account updates, customer training, reporting, and QA.
- Work with the management team to stay updated on SBT software updates, product knowledge, new releases, and be informed of any changes in company policies.
- Enforce SBT Compliance standards with Clients.
- Maintain clear communications and flow of information with internal and external parties within tickets owned.
- Take ownership and assume full accountability for the overall success of tickets managed.
- Ability to effectively interact with clients in addition to multiple internal stakeholders.
- Attentiveness and patience.
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