Liberty Healthcare Corporation Call Center Representative in United States

Liberty Healthcare Corporation of North Carolina has an immediate opening for a Call Center Representative.

This full-time position is based in Liberty’s office located at 5540 Centerview Drive in Raleigh, NC.

This position supports Liberty’s program which administers in-home assessments to Medicaid beneficiaries for the purpose of determining eligibility for personal care services.

Learn more about Liberty and the program online at http://www.nc-pcs.com

PRIMARY ROLE: The primary purpose of the Customer Support Center (“Call Center”) is to assist Personal Care Services (PCS) providers with issues related to assessments, approvals, denials, and the like and to help Medicaid recipients and their families, who are applying for or receiving services under the PCS program. The most critical function of call center management is getting the right number of people in place at the right times to respond to callers with a minimum of delay.

DUTIES AND RESPONSIBILITIES:

  • Provides accurate information and assistance to Medicaid recipients applying for or receiving PCS services and assistance related to billing and assessments for providers furnishing services under PCS Program

  • Participates in training in the use of informational manuals in both text format and on-line for the Call Center representatives to use in responding to questions and requests; these manuals are expected to enable distribution of accurate information to affected stakeholders and reduce the need, over time, for call center utilization. It is expected that the best mechanism for support of Customer Support Center operations is reduce the need to call the Center for other than unusual circumstances or problem resolution

  • Participates training on the principles and practices of customer service to be able to provide accurate explanations and interpretations of the Medicaid Clinical Coverage Policies for the PCS Program and the administrative requirements and procedures necessary to admit and provide PCS to qualified recipients in all of the PCS settings

  • Accurately identifies, researches, and resolves provider billing problems related to the prior authorization records

  • Enters data into the database for the call center management system to document incoming call volumes, response times, dropped calls & other performance metrics required to determine call center performance

  • Assist the referral processors in the management of referral entry and mailing

  • Assures contract compliance by delivering quality services and meeting all contractual, legal and regulatory requirements pertaining to his/her role

  • Proactively anticipates and prevents problems that could result in customer dissatisfaction or failure to deliver contracted services

  • Responsible to recognize risk and implement plans to control and avoid such risk

  • Performs other duties as assigned

Hiring the preeminent candidates, investing in their continued success, and rewarding their ongoing contribution are at the core of our belief system. Liberty is proud to offer a competitive compensation and benefits package.

Click here for a detailed overview of the benefits package offered to full-time employees of Liberty Healthcare Corporation of North Carolina

Well-qualified applicants for this position will have these attributes:

  • High school diploma

  • Prior experience working in a call center

  • Possess outstanding interpersonal, communication and customer service skills

  • Able to manage ambiguity and work in fast paced environment

  • Able to organize and manage multiple priorities

  • Bilingual / Spanish speaking preferred

Please note - applicants cannot have any personal or family-related affiliation with any provider of Medicaid-funded personal care services - or other affiliation that would cause or appear to cause any conflict of interest related to the services Liberty provides in North Carolina.

Liberty Healthcare Corporation is doing business in North Carolina as Liberty Healthcare Corporation of North Carolina. Liberty Healthcare Corporation is an Equal Opportunity Employer. Veterans and people who have disabilities are strongly encouraged to apply for this position.

If you're looking for an opportunity to showcase your customer service skills in a professional and collegial call center environment - Liberty is looking for you!

We’re Liberty . . . and we give you the freedom to succeed!

Well-qualified applicants for this position will have these attributes:

  • High school diploma

  • Prior experience working in a call center

  • Possess outstanding interpersonal, communication and customer service skills

  • Able to manage ambiguity and work in fast paced environment

  • Able to organize and manage multiple priorities

  • Bilingual / Spanish speaking preferred

Please note - applicants cannot have any personal or family-related affiliation with any provider of Medicaid-funded personal care services - or other affiliation that would cause or appear to cause any conflict of interest related to the services Liberty provides in North Carolina.

Liberty Healthcare Corporation is doing business in North Carolina as Liberty Healthcare Corporation of North Carolina. Liberty Healthcare Corporation is an Equal Opportunity Employer. Veterans and people who have disabilities are strongly encouraged to apply for this position.

If you're looking for an opportunity to showcase your customer service skills in a professional and collegial call center environment - Liberty is looking for you!

We’re Liberty . . . and we give you the freedom to succeed!