Overview

Job Title: Helpdesk Specialist

Department: Customer Care - Provider Services

Division: Operations

Reports to (Position of Immediate Superior): Helpdesk Supervisor

Responsibilities

• Accountable for the accurate implementation of members’ healthcare benefit policies at the assigned Helpdesk.
• Handle utilization management and the delivery of superior customer service.
• Respond to inquiries and complaints; resolve feedback and issues raised regarding handling time and waiting time.
• Encode manual LOAs within the issuing day through automated data system of Maxicare.
• Secure overriding approval from the Helpdesk Supervisor for LOAs beyond Helpdesk CCS authority limits.
• Provide support to the Immediate Superior on follow-up on-site orientation and training, and prepare and submit reports on census, decking of doctors, POS queue reports and manual LOA repo...