Revelations

Customer Support

• Provide outstanding customer service related to Veteran care through the Community Care Network (CCN) in a fast-paced contact center
• Respond to inbound calls and chat messages regarding authorizations for medical and behavioral health care, provider status and availability, claims payment and status
• Assess caller requests, answer caller inquiries, process requests, and follow first-call-resolution or escalation protocols
• Make outbound calls to schedule appointments based on Veteran or VA request
• Resolve administrative eligibility discrepancies through account research and review
• Manage multiple task lists according to directed timelines
• Meet call volume, chat volume, schedule adherence, quality, Veteran appointment, and other production standards
• Initiate and receive phone calls, chat messages, and emails from VA medical center staff and providers to answer claims, eligibility, benefit, and program questions
• Facilitate Veteran appointment scheduling through outbound provider solicitation in select markets
• Record preferences and track Veteran questions in TriWest CRM systems, Portal, and VA HSRM systems
• Resolve VA and provider inquiries with a focus on first-call resolution
• Protect patient health information and comply with HIPAA regulations
• Document all communications involving Veteran and provider contacts
• Use critical thinking and established processes to assure quality program compliance
• Participate in cross training, employee development, and flexible assignments to meet business needs

Explore Customer Service Representative at Revelations. Review requirements and application details.