• You proactively source and identify people for our team who are likely to succeed in the role long-term. • From a large number of applications, you quickly identify the candidates best suited for the job. • Discipline, personal responsibility and a sales-oriented mindset are the key traits you must recognize and accurately assess in candidates. • Convince us with your concrete ideas and solutions for how you would personally perform these two tasks more successfully than other HR specialists.

• Inbound first-level support for existing customers • Technical customer support for TV, telephone and internet outages • Tailored product advice and contract optimization

Role Description Are you passionate about detail-oriented work that keeps processes running smoothly and accurately? Do you enjoy piecing together information, working across multiple systems, and playing a key role in supporting high-quality outcomes? In this remote Intake Representative role, you will work in a fully electronic environment, reviewing incoming requests for utilization review and other medical management services, verifying that documentation is complete and accurate, and ensuring cases are ready for clinical review. Your work involves: - Using an electronic medical record system and other platforms to validate eligibility. - Confirming claim and provider information. - Comparing documentation across sources. - Following up as needed to gather missing details. - Balancing queue-based work with inbound calls. You must reside in the Pacific Time Zone and be available to work Monday through Friday, 8:00 AM to 5:00 PM, PST. Qualifications - High school diploma or equivalent or equivalent combination of education and/or work experience in related field may be substituted. - 2 years of related work experience or customer service experience. - 1 year of work experience in healthcare. Requirements - Intermediate understanding of medical terminology. - Intermediate Microsoft Office Suite proficiency. - Demonstrated proficiency with medical terminology. Benefits - Medical, dental and vision insurance. - Paid time off for vacation, illness and volunteering. - Retirement savings plan with employer contribution. - Adoption financial assistance. - Paid parental leave. - And much more! Responsibilities - Validate the request submitted via the Comagine Health Provider Portal for accuracy and completeness. - Screen cases for required medical information based on type of request, determining if information is sufficient for clinical review. - Obtain clinical information from the client systems when indicated or contact provider to obtain information required for review. - Determine based on training when a scripted review is indicated based on contract requirements. - Process requests after physician review, evaluating language and working with physician reviewers, clinical reviewers, or managers to ensure language and determination information is complete before sending letters to providers. - Respond to inbound telephone requests with clear documentation in the care management system of calls. - Enter case information from original source documentation or validate information entered by providers in the portal. - Make courtesy calls with case reference numbers. - Provide notification of completed review and additional information needed, when applicable. - Contribute to orientation and training of other non-clinical employees. - Create templates for complex reviews, perform internal quality reviews, and/or participate in provider outreach activities as requested. - May perform scripted clinical reviews and refer reviews requiring further action to clinical review staff. - After physician review, notify providers of decertification or potential denial of services by phone or in writing as required by contract. - Complete case after physician review, returning to clinician or sending to client based on procedure. - Arrange ancillary authorization requests such as transportation and accommodation. - Obtain customer consent for care management services to be performed. - Correspond with facilities, providers, and others. - Coordinate non-clinical functions and intervention, as directed. - Perform supervised closure of cases upon completion of review by a clinical reviewer, as directed. Physical Requirements & Work Environment This position is primarily remote and performed in a home-based setting, requiring reliable internet access and a workspace free from significant distractions. The role involves frequent use of computers, phones, and virtual communication tools. Employees must be able to sit for extended periods and communicate effectively. Some positions may require operating a motor vehicle for business purposes; in such cases, employees must maintain a valid driver’s license and meet the organization’s driving eligibility requirements. Reasonable accommodations will be provided to enable individuals with disabilities to perform essential functions.

Job Title: Customer Service - Call Center Representative About the Role Invicta Software is seeking a dedicated and customer-focused Remote Customer Service Call Center Representative to join our dynamic team. This role is vital in delivering exceptional support and building lasting relationships with our clients. If you thrive in a fast-paced environment and enjoy helping others, this opportunity offers a rewarding way to contribute to our company’s success from the comfort of your home. Key Objectives - Provide timely, accurate, and empathetic assistance to customers via phone and digital channels. - Resolve inquiries, troubleshoot issues, and guide customers through product features and services. - Maintain high customer satisfaction by delivering professional and courteous service. - Collaborate with internal teams to ensure seamless customer experiences and continuous improvement. Responsibilities - Respond promptly and professionally to incoming customer calls and messages. - Identify customer needs and offer appropriate solutions or escalate when necessary. - Document customer interactions accurately in the company’s CRM system. - Follow established protocols to handle billing, technical support, and general inquiries. - Maintain up-to-date knowledge of Invicta Software’s products, services, and policies. - Meet or exceed individual and team performance targets, including call quality and resolution rates. - Participate in ongoing training and development initiatives to enhance skills and product knowledge. Qualifications - High school diploma or equivalent; associate or bachelor’s degree is a plus. - Minimum of 1-2 years experience in a customer service or call center role. - Excellent verbal and written communication skills in English (US). - Strong problem-solving abilities and a patient, empathetic approach to customer interactions. - Comfortable using CRM software and other digital communication tools. - Ability to work independently in a remote setting with reliable internet connectivity. - Flexible schedule availability, including some evenings or weekends as needed. Benefits - Competitive salary with performance-based incentives. - Comprehensive health, dental, and vision insurance plans. - Paid time off and holiday leave. - Opportunities for professional development and career advancement. - Supportive and inclusive work environment. - Employee wellness programs and team-building activities. Salary range: $40,000 - $60,000 per year. Invicta Software is an Equal Opportunity Employer We are an equal opportunity employer aiming to build a diverse team. We do not discriminate on the basis of ethnicity, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. We’re open and inclusive, and it’s important to us that you are too.