Client Service / Call Center Representative

Position Overview

The Client Service Representative role handles inbound calls from healthcare providers and third-party administrators. This position is responsible for providing detailed payment information, guiding providers through payment processing, assisting with product enrollment, and facilitating online portal registration while complying with federal HIPAA laws to protect patient information.

This position will be in the Call Center and be responsible for high call volumes.

What You'll Do :

Answer incoming calls from provider clients and resolve payment-related issues.

Ensure that providers understand product benefits and features.

Assist with registration and navigation of the online payment portal.

Provide exceptional customer service to build strong provider relationships.

Document interactions and resolutions in the CRM platform.

Suggest process improvements to enhance customer experience.

Resolve payment issues, including explaining electronic payment options.

Assist providers in signing up for electronic funds transfer products.

Guide providers through registration, portal setup, and navigation.

Navigate Zelis platforms to provide quick, thorough responses aiming for first call resolution.

Build and maintain an understanding of Zelis Payments products and solutions.

Stay informed about company policies, especially those related to provider privacy.

Adhere to scheduled work hours and maintain productivity.

Meet monthly performance metrics and attendance goals.

Maintain a positive attitude in all interactions with clients and team members.

What You'll Bring to Zelis :

High school diploma or equivalent is required.

Passion for customer service and helping people; previous call center experience preferred

Excellent telephone etiquette and verbal communication skills

Proficiency in problem-solving and basic troubleshooting

Computer proficiency and technical aptitude

Attention to detail

Consistent and reliable

Ability to work independently and as part of a team

Comfortable with MS Office applications such as Outlook and Teams,

Demonstrated resilience and resourcefulness in customer service situations

Ability to multitask, navigating multiple systems in a fast-paced environment.

A dedicated and well-equipped workspace, including a quiet and professional environment and a stable internet connection.

Responsibility for maintaining your remote workstation in compliance with company guidelines.

Location and Workplace Flexibility

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.