Job Type Full-time Description Who We Are: Nonstop Administration and Insurance Services, Inc. is a fast-growing health insurance organization with a firm belief that everyone should have access to high-quality, affordable healthcare. To achieve this goal, we offer an employer-sponsored group health insurance solution called Nonstop Health ® What Nonstop is Looking For: We are seeking a highly organized, customer service-oriented, high-functioning analyst to join our substantiation team. At Nonstop we invest in you and provide you with opportunities for growth and advancement. Nonstop seeks a professional with a background in health insurance and benefits to support or members. Someone that expertly responds to complex issues regarding eligibility, benefits, coverage, billing, and/or other related issues. An essential function of this role is providing first-class and memorable customer service while responding to medical benefit inquiries. In addition, this candidate will be familiar with working in a Mac environment, using the Google Suite of products (or equivalents), as well as being detail-oriented and have the ability to resolve member issues using available resources and knowledge expertly. Primary Responsibilities
- Resolve assigned tickets in a timely manner with expert customer service using SWIPE within NSE
- Maintain initial and consistent communication with members, using appropriate personalized responses
- Maintain detailed notes and loop in leadership as needed
- Create an organized and detailed spreadsheet to track tickets at all stages, until resolved
- Excellent understanding of credit card transactions in the healthcare
- Expert understanding of healthcare and benefits in and out of network (transaction eligibility/provider & facility)
- Demonstrate strong customer service while helping members navigate their medical benefit offerings through Nonstop
- Expertly explain invoices
- Collect accurate and precise information for collection purposes (as/if needed)
- Guide members through insurance forms such as Summary of Benefits and Explanation of Benefits
- Work with medical carriers and service provider billing and claims departments to help resolve confidential member issues
- Provide clarification to members regarding Nonstop programs including, but not limited to, DME, AltCare Plus, Infertility, and the claims process.
- Mitigate situations involving dissatisfied members by offering patient, empathetic, and skilled support.
- Maintain customer satisfaction at the core of every decision and task
- Build sustainable relationships and engage members by going the extra mile
- Adhere to Nonstop guidelines, policies, and processes, as well as strict observance of HIPAA regulations and client confidentiality agreements
- Commit to ongoing professional development
Requirements Required Skills, Experience, and Education:
- Ability to adapt to changing requirements with a positive attitude
- Confident critical thinker with intuitive and creative problem-solving abilities
- Must be able to learn CRM systems
- Excellent organizational skills, proficient multitasker, and attention to detail
- Must be an expert in customer service and an organized self-starter
- Ability to commit to deadlines
- Ability to confidently request assistance and take direction as needed
- Willingness to work a flexible schedule (if requested)
- Ability to communicate with staff, management, and clients effectively and professionally
- Strong phone and writing skills (required)
- High school diploma or GED equivalent (required)
- Comfortable working in an evolving, high-paced, high-volume remote environment
Preferred Skills and Experience:
- Proficient with Google Suite products (Sheets, Docs, etc.) or equivalents
- Familiarity with medical insurance and medical benefits
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer per day
- Repetitive use of fingers, hands, elbows, and arms including typing, reaching, grasping, and writing
- Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally
- Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone.
- Visual ability is sufficient to read and produce printed material and information displayed on a computer screen.
Perks and Compensation:
- Full-time / Non-exempt / Hourly Position
- Hourly Rate $28.85 hr
- Internet Reimbursement
- Fully Remote Position (Virtual / Work From Home)
- Monday - Friday schedule with No Weekends!!
- 401(k) plan participation with employer-matched contributions
- Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met
- Voluntary Benefits offered for employees and dependents
Nonstop provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Salary Description $28.85 per hour