Broadpath hires 100% remote positions. Based on the reviews the employee is pleased the BroadPath provides a laptop, Benefits, and weekly pay.
Bhive camera, USB wired headset, and USB hub. You are responsible for providing a 19” Monitor with VESA mount, ethernet cord, wired mouse, and keyboard (optional)
Fully remote positions.
A commitment to home-based talent and innovative workforce technology enables BroadPath to deliver unrivaled quality, flexibility, and transparency.
Our proprietary Bhive platform visually connects the members of each home-based client team, fully unleashing the skills and motivation of the industry’s best workforce
Responsibilities
Explain plans, procedures, protocols, benefits, services, and any other necessary information to the members (and occasionally providers) who telephone the Member Services Department
Adhere to all call metrics as set forth by the client including Schedule Adherence, Average Handling Time, After Call Work, and CSAT scores (Customer Satisfaction Scores) if applicable
Excellent Schedule adherence - time management is a must
Are dependable, organized and service-minded
Have a quality focus and are detail-oriented
Ensure compliance with BroadPath, Client, and HIPAA regulations
Review and Agree to BroadPath’s Bhive Agreement
Participate and Collaborate in BroadPath’s Bhive Engagement Platform
Basic Qualifications
Minimum 1 year of Health Plan Member Service experience in a call center environment (virtual or onsite)
FACETS system experience is required
Empathy, patience, adaptability, and a strong work ethic are critical to your success
Computer literate (Microsoft Windows, keyboarding skills, strong systems aptitude)
Maintain balanced performance in areas of production and quality
Maintain confidentiality and project a professional business image
Positive attitude and ability to work independently from home, as well as with a team
Strong written and verbal communication skills
Responsibilities
Evaluate recorded calls to identify areas of service delivery that did not meet performance standards
Provide timely feedback to Quality Manager, Call Center Operations, Call Center Leadership and assigned Agents
Provide timely coaching to agents in conjunction with Supervisor to ensure continuous improvement
Collaborate with the Quality team to maintain quality standards and ensure proper evaluation methodology
Ensure compliance with BroadPath, Client, and HIPAA Regulation.
Basic Qualifications
Experience measuring employee performance including coaching to call center metrics
Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
Excellent verbal and written communication skills
Ability to remain focused and productive each day though tasks may be repetitive.
Preferred Qualifications
Previous successful Work at Home experience
Our Quality Analysts will enjoy the following benefits:
Paid Training & Weekly Pay!
Access to BroadPath’s s Limited Medical Plan starting first of the month after 60 days of employment. After one (1) year of full-time employment, you will receive access to our Major Medical Plan and 401k
Bhive kit; includes a web camera that allows you to join our Connected Culture!
Responsibilities
Review claims for billing, coding accuracy and completeness.
Process in accordance to all Plan, Federal and State provisions.
Evaluate claims for and report out suspected fraud, waste and abuse.
Use enterprise claims processing platform and ancillary supporting databases and systems to research and/or retrieve key information necessary to support claims processing.
Meet or exceed productivity and quality expectations as detailed in the Claims Department Performance Plan.
Represent and demonstrate a thorough knowledge of both medical and hospital claims billing requirements, regulatory guidelines, and the Plan Benefits applicable to each of the Affinity Health Plan product lines of business.
Identify problems or questionable claim situations, resolve issues where appropriate, and refer to the Claims Resolution Specialist for guidance.
Generate letters requesting additional information required to support proper claim determinations as well as denial letters to providers and Members as deemed appropriate.
Work cooperatively with Staff throughout the company and contribute to the overall success of the Claims Department.
Prepare weekly/monthly reports of claims activity, tracking claims processed against performance plan goal. Complete and submit all reports or other documentation required by Management, in a timely manner.
Perform other duties as necessary or required.
Basic Qualifications
Prior Facets Experience is required
Knowledge of Medical Claim Forms
Strong knowledge of Medicaid guidelines and policies
Knowledge of coding (ICD-9, ICD-10, HCPCS, CPT)
IT technical savvy– Ability to work with multiple tools on a computer at the same time, and do so with ease
Strong written and verbal communication skills, analytical, strong systems aptitude
Strongly prefer candidates with prior successful work at home experience – Will consider stand out candidates with no prior work at home experience
Preferred Qualifications
High school diploma or GED; Associates Degree preferred.
Previous experience in a Medicaid-managed care environment with a minimum of one year of claims processing experience preferred.
Strong keyboard skills preferred (ability to accurately process 45+ wpm)
Experience processing claims in enterprise managed care database systems, ideally, Facets claims to process.
Strong analytical, organizational, problem-solving, and prioritization skills.
The ability to work independently, proactively, and function well under pressure.
Ability to successfully organize work and effectively manage claim volume.
Ability to communicate clearly and effectively, both verbally and in writing.
Basic proficiency with Microsoft Office (Word, Excel, PowerPoint, etc.) including data entry skills and experience.
Claims platform experience.
Responsibilities
Monitor and adjust resource work schedules to ensure adequate resource coverage to achieve service level targets
Monitor and provide feedback for daily metrics and real-time states of call center associates utilizing available workforce management tools
Communicate effectively with Operations, Co-workers, and Associates as required to manage the day to day call center tasks
Work successfully from your home office in a virtual role as a call center Workforce Real Time Analyst
Identify and engage alternative approaches when encountering communication barriers and escalate to leadership as needed
Responsible for skilling agents with necessary lines and priorities
Answer Attendance Line Calls during a shift as required.
Basic Qualifications
1-3 Years Workforce Management Experience
Previous knowledge and experience working in a Workforce Management tool(s) (i.e., Five9, Avaya, N.I.C.E., IEX, Aceyus, Genesys, Aspect, Blue Pumpkin, Verint, Calabrio, etc.)
Knowledgeable with industry-standard call center metrics
Prior Workforce Management or Contact Center experience; ability to understand the daily needs/interactions of a call center environment (1-3 years)
Must demonstrate outstanding communication (written, verbal and listening) skills, intuition, and follow-through combined with a caring attitude
Possesses the ability to quickly learn software applications
Strong organizational skills with the ability to multitask and prioritize
Must be comfortable with using and adapting to new and existing technology
Excellent verbal and written communication skills.
Preferred Qualifications
Our Real-Time Analysts will enjoy the following benefits:
Access to BroadPath’s Limited Medical Plan starting first of the month after 60 days of employment. After one (1) year of full-time employment, you will receive access to our Major Medical Plan and 401K
Bhive Kit; includes a web camera that allows you to join our Connected Culture!
IT Help Desk AssociateWeekly Pay.
Responsibilities
Provide IT support via phone, email, and chat (primarily)
Become subject matter expert (SME) on client applications
Provide IT Support via chat
Guide employees setting up computer equipment remotely
Manage assigned tickets via ITSM tool
Handle support calls via contact center platform
Notify team lead and/or supervisor of trending issues, offer suggestions or solutions
Basic Qualifications
Experience using network assessment and connectivity troubleshooting tools
Excellent phone etiquette, customer service and professionalism
Excellent time management skills
Experience providing IT support in a call center type environment
Experience troubleshooting issues remotely for:
IP Telephony
VPN
Internet
Applications
Microsoft Windows OS
Microsoft Office Suite
Ability to work independently with minimal supervision
Ability to work as a team, often act as a coordinator between internal support teams and client support teams
Ability to stay organized, on task and cool-headed under intense stress and workloads
Responsibilities
Health Insurance Agents are responsible for responding to inbound calls from individuals interested in purchasing Medicare Advantage plans and making outbound calls to individuals who have requested additional information or follow-up.
Use active listening skills to complete a thorough needs analysis with each caller and determine the most appropriate plan
Present and explain plans using a consultative approach based on the member’s needs and goals
Explain company sales, medical underwriting, and enrollment process to set realistic member expectations
Agents are expected to meet established performance goals in the areas of sales, call quality, customer satisfaction, first call resolution, adherence, and attendance
Basic Qualifications
1 Year Experience selling Medicare Advantage Health Insurance Plans
Active Resident Health License in the home state
America’s Health Insurance Plans (AHIP) certification will be completed prior to training (if necessary)
Active health insurance license in their home state, and willingness to acquire MA and CT licenses if selected for the position (BP will reimburse cost of MA and CT licenses after successful completion of training
Demonstrated ability to listen skillfully, collect relevant information, determine needs, and consult with caller to recommend the appropriate product to fit their needs
Comfortable with “soft sell” techniques
Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
Strong computer and telephone multitasking skills including the ability to effectively search for and type information on the computer, navigate through multiple windows and screens quickly, and input information accurately while keeping pace with the call
Requires excellent verbal and written communication skills
Ability to remain focused and productive each day though tasks may be repetitive
Ability to work regularly scheduled shifts within the specified hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed.
Bilingual (English/Portuguese)
Responsibilities
Use active listening skills to complete a thorough needs analysis with each caller and determine the most appropriate plan
Present and explain plans using a consultative approach based on the member’s needs and goals
Explain company sales, medical underwriting, and enrollment process to set realistic member expectations
Agents are expected to meet established performance goals in the areas of sales, call quality, customer satisfaction, first call resolution, adherence, and attendance.
Basic Qualifications
Active Resident Health Insurance License
Fluency in both English and Portuguese Languages
Strong computer and telephone multitasking skills including the ability to effectively search for and type information on the computer, navigate through multiple windows and screens quickly and input information accurately while keeping pace with the call
Grit; demonstrated passion and perseverance towards goals despite obstacles or distractions
Ability to motivate others while being aware of and responsive to customer needs and concerns
Reliable hardwired internet is a must with at least 15mbps download|5mbps upload speeds Preferred Qualifications
Multiple State Licenses
Prior Experience as a Call Center Telesales Agent.
Preferred Qualifications
Multiple State Licenses
Prior Experience as a Call Center Telesales Agent.
Our Workforce Scheduler will be able to provide explanation and accurate reporting data on actual staffing variance to staffing requirements and actual staffing variance to IDP at any time; and specify the contingencies in place to fill any gap(s). Outside of the WFM Coordinators' hours of operation, there should be a backup in place to perform these tasks, and ensure UHS WFM is aware of who the backup contact.
Responsibilities
Responsible for aligning Agent and Representative Schedules to ensure staffing meets interval level requirements
Ensure planned schedule optimization and Vendor Operations alignment to schedules
Able to speak to Workforce planning and reporting results including interval level and daily staff adherence to requirements and IDP.
Updating up-training rosters within System
Able to identify and speak to drivers for actual staff compared to staffing requirements/plan
Proficient Microsoft skills
Proficient monitoring and research skills within Avaya, CMS, Genesys systems.
Basic Qualifications
1 Year Workforce Scheduling Experience
Previous experience with Workforce Scheduling and RTA tasks
Knowledge of Call Center fundamentals.
Preferred Qualifications
Our Workforce Schedulers will enjoy the following benefits:
Access to BroadPath’s Limited Medical Plan starting first of the month after 60 days of employment. After one (1) year of full-time employment, you will receive access to our Major Medical Plan and 401K
Bhive Kit; includes a web camera that allows you to join our Connected Culture!
Weekly Pay.
Bilingual (English/Spanish)
Responsibilities
Use active listening skills to complete a thorough needs analysis to determine plan options for customer
Present plan options through a consultative approach based on customer’s needs and goals
Exceed established performance goals in sales, call quality, customer satisfaction, adherence, and attendance
Ensure compliance with BroadPath, Client, and HIPAA regulations.
Basic Qualifications
Active Resident Health Insurance License
Fluency in both English and Spanish Languages
Strong computer and telephone multitasking skills including the ability to effectively search for and type information on the computer, navigate through multiple windows and screens quickly and input information accurately while keeping pace with the call
Grit; demonstrated passion and perseverance towards goals despite obstacles or distractions
Ability to motivate others while being aware of and responsive to customer needs and concerns
Reliable hardwired internet is a must with at least 15mbps download|5mbps upload speeds.
Preferred Qualifications
Multiple State Licenses
Prior Experience as a Call Center Telesales Agent.
Responsibilities
Acting as the site-level Agent/Representative onboarding and licensing contact between Vendor and our Client(s)
Evaluate recorded calls to identify areas of service delivery that did not meet performance standards
Inform New Hire Agents the week prior to the start of Agent Training Session to outline needed identifications and documents (including background documentation) for the licensing and appointment process
Review and update (if necessary) Agent Addresses in (NIPR) prior to first day of the training class.
Provide timely feedback to Quality Manager, Call Center Operations, Call Center Leadership and assigned Agents
Provide timely coaching to agents in conjunction with Supervisor to ensure continuous improvement
Collaborate with the Quality team to maintain quality standards and ensure proper evaluation methodology
Will monitor state licenses and appointments based on Agent license profile
Will commonly have conversations with Agents about sensitive background issues
Vendor should provide this role with regular or dedicated access to a suitable location with privacy and secure storage for any hard copy documents.
Basic Qualifications
Prior Telesales Experience
Prior successfully work at home experience
High School diploma or GED preferred but not required
Experience measuring employee performance including coaching to call center metrics
Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
Excellent verbal and written communication skills
Ability to remain focused and productive each day though tasks may be repetitive
Must have access to systems, phone, and e-mail to conduct this role. Easy access to a quality scanner on the Vendor’s local network to convert IDs and documentation to PDFs for submission to UHS via email and agent interviews.
Preferred Qualifications
Preferred background in Agent licensing and State Department of Insurance interaction
Ability to compassionately handle sensitive background issues within licensing and privacy guidelines
Public Notary in the home state.
Responsibilities
Coach Agents and Representatives to improve knowledge. engage Consumers, compliantly enroll Consumers into an appropriate plan, and enhance sales skills where appropriate
Collaborate with Operations Manager and Site Supervisors to develop and execute upon a daily plan to drive improved performance
Coach and update Agents and Representatives via call calibrations, one-on-ones, live side-by-side, huddles, team meetings, etc
Drive high-performance sales, compliance, and consumer experience standards and outcomes by executing on the details outlined within this Operations Guide as well as the Supervisor/Coach training. Recommend changes when necessary. Assist in the implementation of new processes Collaborate actively and fully with client onsite and offsite staff. Complete Sales Efficiency Call Evaluation Forms daily
Complete Group Sales Efficiency Call Evaluation Forms (if applicable)
Basic Qualifications
Must have active Health Producer License in your home state
Prior Inbound Call Center Experience
Sales Coaches will be required to effectively take and pass a Simulated Call Assessment facilitated by a Vendor Lead or SME prior to overseeing a team.
Sales Coaches will attend any ongoing or refresher training that an Agent or Representative would attend.
Responsibilities
Coach trainers to provide effective learning facilitation.
Provide support related to training, scheduling training events.
Ensure trainers are kept abreast of training requirements.
Ensure trainers are completing all required tracking.
Successfully complete training for role in which they are responsible.
Conduct training change management. Ensure the maximum effectiveness of staff by implementing coaching programs.
Monitor and report on the effectiveness of training programs and implement remediation programs
Ensure Trainers are completing all appropriate pre-class preparation and course work.
Basic Qualifications
2 years training experience
2 years of leadership experience
Preferred Qualifications
Resident Accident & Health Producer license preferred but not required.
Previous successful WAH experience
Healthcare knowledge
Experience working with larger classes (20+ people)
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