Customer Support

• Serve as the primary point of contact for patients calling about self-pay and out-of-pocket medical balances
• Deliver high-quality customer service
• Resolve financial accounts using approved guidelines
• Adhere to speed and accuracy metrics
• Understand payer contracts, rules and regulations
• Understand insurance eligibility requirements
• Understand insurance billing priority
• Review claim denials, rejections and underpayments
• Communicate issues and offer suggestions to Management for process improvements
• Understand and apply federal and state rules and regulations, including HIPAA, PCI Compliance regulations, and PII/PHI Security

Bilingual Spanish Customer Service – Insurance Billing/Self Pay

• Efficiently manage client accounts by taking ownership of account handling, maintenance, collection, and liquidation for assigned portfolios
• Analyze payment history and notes and clearly communicate account statuses to customers
• Recommend appropriate solutions by analyzing customer accounts and negotiating acceptable collection arrangements
• Promptly report or refer sensitive and complex issues to the Team Leader
• Document all activities clearly and concisely in accordance with established procedures
• Handle a high volume of inbound calls

Spanish/English Customer Service Representative

• Handle maintenance, collection, and liquidation activities for an assigned portfolio of accounts
• Handle customer inquiries
• Analyze payment history and account notes
• Communicate account statuses to customers
• Review customer contracts, including voluntary surrender, principal and interest payment breakdowns, and total loss processes
• Advise customers regarding open and closed account status
• Provide information about title status, including state-to-state transfers and title protection
• Assist customers with optional product information
• Assist with extensions and payment deferrals
• Take payments and review account history and notes
• Maintain accurate records of customer interactions, issues, and resolutions
• Recommend appropriate customer solutions by analyzing accounts

Customer Service Representative

• Handle customer inquiries and support requests via email and WhatsApp
• Troubleshoot software issues and guide customers to solutions
• Document recurring issues and help build the internal knowledge base
• Join screen-sharing sessions with customers when hands-on support is needed
• Coordinate with the development team to escalate and resolve bugs or product issues
• Help new customers get started and feel comfortable with the product
• Support German-speaking property management companies using hausverwalter.ai

Customer Support Specialist

• Respond to player queries through approved ticketing, chat, email, and social support channels
• Triage player issues, investigate reported problems, and follow documented steps
• Provide clear, friendly, and accurate responses in line with project guidelines
• Become familiar with supported games to better understand player issues
• Carry out account actions where permitted by written policy and access permissions
• Document player issues, trends, bugs, and escalations in the appropriate workspace
• Escalate complex, sensitive, or high-impact issues to internal or client-side teams
• Meet agreed service level, productivity, quality, and player experience targets
• Assist with reporting by tracking information through approved platforms and spreadsheets
• Support managers and teammates with role-appropriate tasks when needed
• Maintain confidentiality, data privacy, and information security standards

Player Support Agent, German

• Handle claims status inquiries, denial rationales, appeals, medical records, research/routing, and EOB/EOP requests
• Handle authorization and utilization management status inquiries, denial rationales, appeals, and prior authorization verification
• Verify provider participation, eligibility, coverage, medical benefit grids, and credentialing
• Document call details thoroughly and drive resolutions
• Explain next steps and educate providers on self-service tools such as Availity
• Manage back-to-back calls
• Support the expanding needs of a health insurance company customer

Provider Customer Service Representative – Health Insurance

• Serve as the primary point of contact for patients calling about self-pay and out-of-pocket medical balances
• Deliver high-quality customer service
• Resolve financial accounts using approved guidelines
• Adhere to speed and accuracy metrics
• Understand payer contracts, rules and regulations
• Apply insurance eligibility requirements and insurance billing priority
• Review claim denials, rejections and underpayments
• Communicate issues and offer suggestions to Management for process improvements
• Understand and apply federal and state rules and regulations, including HIPAA, PCI Compliance regulations, and PII/PHI Security

Customer Service – Insurance Billing, Self Pay

• Respond to incoming calls related to student inquiries
• Assist families and schools participating in the scholarship program
• Answer questions about scholarship applications and funding status
• Ensure callers are satisfied and students are registered
• Provide solutions using probing questions and active listening

Customer Care Representative – Spanish/English

Player Support Agent, German Speaker

• Respond to incoming calls related to student inquiries
• Assist families and schools participating in the scholarship program
• Answer questions about scholarship applications and funding status
• Ensure callers are satisfied and students are registered
• Provide direct customer assistance in a work-from-home role