• Collections, Court appearances with follow up, files, storage retrievals, telephone inquiries, special billing functions, patient representative coverages, PC/CRT usages. • Files, Scans, and retries documents. Shreds/Discards documents. • Responsible for Estate Searches, Estate filing, and follow up for final resolution. Processes date of death notices. • Receives Initial bankruptcy notices, processes bankruptcy accounts, and follows up for final resolution. • Processes Charity adjustments, reviews accounts for presumptive charity scoring. • Reviews accounts in the self-pay credit balance work queue, applies credit to current balances or processes patient refund. • Represents WVU Medicine in Court Hearings with/without legal representation. • Reviews work queues and accounts for possible Medicare bad debt adjustments. Reviews work queues for returned accounts from collection agencies and resolve accordingly. • Reviews work queue of accounts with new insurance coverage, and updates as needed. Must be able to determine if coverage needs to be added and initiate billing. • Works with team members from other departments to place accounts on hold for patient care issues, and follows up on account for final resolution.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves helping dogs live safer, happier lives through technology. Halo Collar develops smart pet-safety tech; a GPS-based collar that combines wearable tracking, virtual fencing, and training feedback. - Support the Pack: Act as part of a strong network supporting our customers' needs daily. - Technical Problem Solving: Resolve complex technical customer issues with empathy. - Be the Face of Halo: Provide a welcoming, positive atmosphere that proves we care. - De-escalation: Calmly assist upset customers while finding fast, effective resolutions. - Drive Excellence: Create opportunities for great customer surveys and five-star reviews. - Handle incoming voice & video calls, chats, and emails. - Maintain detailed notes and documentation of all customer interactions. - Troubleshoot the Halo Collar, Halo App, smartphones, and Bluetooth/LTE/Wi-Fi connectivity. - Assist leadership with identifying and tracking customer trends. - Weekly quality assurance breakdowns to help build your career path. - Bi-weekly 1:1 meetings for direct support and career development. - We prioritize promotion from within! Qualifications - 3+ years of Customer Service experience (Retail or Front of House preferred). - A passion for dogs makes this role much more fun. - Familiarity with Windows desktops, Google/Microsoft Office suites, and Zoom. - Excellent typing and multitasking skills (ability to operate on two screens at once). - Friendly, approachable, and able to offer reassurance during stressful situations. - High School Diploma or Equivalent. Requirements - Download speed of 25Mbps+ / Upload speed of 5Mbps+. - A dedicated, isolated, and distraction-free workspace. - No background noise or interruptions (spouses, children, or pets) during active work hours to ensure a premium customer experience. - You must reside in one of the following states to be eligible: Arizona, Idaho, New Jersey, Pennsylvania, West Virginia, California, Illinois, New York, Rhode Island, Colorado, Indiana, North Carolina, Texas, Connecticut, Kansas, Ohio, Utah, Florida, Michigan, Oklahoma, Virginia, Georgia, Nevada, Oregon, and Washington. Benefits - Fun, supportive remote culture that loves dogs as much as you do. - Work equipment provided. - Paid holidays.

• Engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned. • Strives to resolve customer concerns in a single interaction via telephone, written, or face to face communication. • Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand. • Works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries. • Consistently exceeds results for internal adherence, efficiency, and inquiry timeliness.

• Responds to inbound calls from health plans, employer groups, employees, and family members within 30 seconds, delivering exceptional, professional support in a timely, courteous, and energetic manner to members planning an elective surgical or medical procedures. • Accurately documents and communicates consumer interactions, including handling inbound calls, emails, and chats, as well as conducting outbound follow-up calls and responding promptly to emails and voicemails. • Promotes SmartShopper products and services, encouraging consumer engagement with Zelis offerings and supporting adoption of new program initiatives. • Researches, analyzes, and escalates member incentive inquiries to the appropriate internal team, clearly communicating resolution steps and updates to consumers. • Leverages internal databases to generate reports on claim history, procedure code matching, accounts on hold, incentive check fulfillment status, claim load schedules, shopping confirmation codes, exception payments, and consumer search history. • Communicates with consumers’ health insurance carriers to obtain, validate, and confirm accurate claim status and program eligibility information. • Contacts members’ sites of service, as needed, to verify the status of insurance claims. • Monitors, documents, and maintains accurate records for all related inquiry cases, ensuring proper case assignment and timely resolution by the appropriate individual or team. • Supports digital and direct mail engagement campaigns by interacting with consumers to confirm registration and encourage active participation in SmartShopper program offerings. • Partners regularly with the SmartShopper Staff Development and Quality Management (QM) Specialist to fulfill ongoing education and training requirements, including completing refresher courses and knowledge checks within designated timeframes. • Collaborates with the SmartShopper Staff Development and QM Specialist to meet or exceed QM scorecard targets and maintain high consumer satisfaction ratings in alignment with Zelis and Customer Care standards. • Works closely with the Finance team to verify reward check status and ensure proper documentation and voiding when reissuing incentive payments is necessary. • Applies analytical and problem-solving skills to identify, document, and escalate trends related to member inquiries, complaints, unpaid incentives, and other departmental performance improvement opportunities to leadership. • Communicates with members’ sites of service to research and document billing discrepancies as they arise. • Collaborates with the Data team to support the processing and distribution of reward incentive checks.