Role Description A People Resource Center Representative (PRC) is expected to provide exceptional client service. This is primarily achieved through phone, email, and chat communication with inbound callers. Their responsibilities encompass receiving, resolving, and documenting a comprehensive variety of Human Resources (HR) and training support requests. They are also tasked with researching and resolving escalated cases. This includes the timely and accurate resolution of associate care cases and other HR systems transactions. A PRC Representative utilizes various data sources to properly analyze a problem, determine the best method for its resolution, document the situation, and present a detailed explanation to the associate. Day to Day, You'll... - Answer phone calls and act as a contact for inbound cases to support Human Resources related to Payroll, Tax Training Support, Benefits, and Timekeeping departments; research and resolve complex or escalated cases accurately and within service level agreement (SLA), including partnering with subject matter experts (SME) to resolve client inquiries. - Communicate via various channels, interpret client needs, and use software to find resolutions. - Deliver outstanding customer service to all stakeholders by actively listening, providing accurate information, and resolving inquiries promptly and professionally. - Use problem-solving skills to effectively address and resolve associate inquiries including situation analysis, action identification, and appropriate guidance or escalation. - Collaborate with team members and leaders for seamless service delivery, exceeding client case resolution expectations. - Use tools and resources to ensure data accuracy and reasonableness, resolve cases within SLA, and confirm all data sources have been used in case resolution; use critical thinking and problem-solving when the established procedure does not fully address the inquiry as well as resolving complex cases. - Proactively identify trends that may lead to a high volume of cases and partner with leadership for resolution. - Partner with management on casework and daily workload to manage personal workload and development. - Participate in training and coaching other PRC representatives; participate in outbound calling campaigns or internal team projects, as needed. - Participate in on-camera 1:1 and weekly team meetings. Qualifications - High school diploma or equivalent. - Ability to apply mathematical operations. - Ability to critically analyze reports. - Ability to handle multiple tasks and projects simultaneously. - Ability to interact effectively with all levels of the company. - Ability to use a systematic approach in solving problems through analysis and evaluation of alternative solutions. - Ability to work effectively in a diverse work group and collaborate with multiple cross functional teams. - Ability to work independently with a high degree of accuracy, thoroughness, and professionalism. - Excellent interpersonal skills to include oral and written communication. - 2 years minimum related work experience. Preferred Qualifications - Associate’s degree in business or other related field or an equivalent combination of education and experience. - Experience with Workday, Human Resources Management Systems (HRMS), iCIMs tracking and onboarding, or similar programs and Dimensions or other payroll related systems. Benefits - Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage. - Can participate in the H&R Block Retirement Savings Plan (401(k) Plan). - Employee Assistance Program. - (Virtual) fitness center programs. - Associate discount program. - Automatically enrolled in Business Travel Accident Insurance. - Receive Associate Tax Prep benefit. Pay Range The pay range for this position is $16.06 - $24.09/Hr. Local minimum wage laws apply. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.

Role Description We are looking for dependable and service-focused individuals to join our remote team as Reservations Support Representatives. In this role, you will help ensure reservation requests are processed efficiently, assist clients with booking-related questions, and provide support throughout various stages of the reservation process. This opportunity is a great fit for individuals who enjoy helping others, staying organized, and working in a detail-oriented environment. - Provide assistance with reservation requests and booking support activities - Review reservation information to ensure accuracy and completeness - Help clients navigate available options and answer general questions - Process updates, changes, and adjustments to existing reservations - Track client requests and follow up on outstanding items when needed - Communicate professionally through email, phone, and online platforms - Maintain accurate records and ensure information is properly documented - Support daily operational tasks and follow established company procedures - Participate in training sessions and ongoing learning opportunities Qualifications - Strong verbal and written communication skills - Ability to stay organized and manage multiple tasks efficiently - High level of attention to detail - Comfortable using online tools and computer-based systems - Ability to work independently and manage responsibilities remotely - Reliable internet connection - Must be at least 18 years old - Must be legally authorized to work and reside in the US, UK, Mexico, Australia, or Spain and other approved countries Benefits - Fully remote position - Flexible work schedule - Training provided for all qualified team members - Access to mentorship and ongoing support - Professional development opportunities - Performance-based recognition programs - Travel-related perks and discounts - Team-oriented and supportive work culture

Role Description The Patient Access Representative – Notification of Admission Specialist supports Guidehouse’s healthcare revenue cycle operations by completing accurate, timely payer notifications for inpatient and observation admissions. This role helps protect reimbursement, reduce avoidable authorization and notification-related denials, and support consistent performance across client revenue cycle operations. This position works in a 100% remote environment. - Reviewing daily inpatient and observation admission reports to identify accounts requiring payer notification. - Submitting “Notification of Admission” requests to commercial, Medicare Advantage, Medicaid Managed Care, and other third-party payers in accordance with payer, regulatory, contractual, and client-specific requirements. - Verifying coverage, eligibility, and account information prior to submission to support clean, accurate notifications. - Documenting confirmation numbers, reference numbers, payer responses, and related communications in designated client and Guidehouse systems. - Monitoring pending notifications, follow up on outstanding requests, and resolve issues within required timelines. - Escalating accounts at risk for missed notification deadlines, authorization-related denials, or reimbursement impact. - Collaborating with Utilization Review, Case Management, and other operational teams to obtain supporting clinical or account information as needed. - Maintaining current working knowledge of payer-specific notification requirements, client workflows, and standard operating procedures. - Identifying trends contributing to notification delays, defects, or denials and communicate improvement opportunities to leadership. - Supporting quality assurance reviews, reporting activities, training reinforcement, and continuous performance improvement initiatives. - Meeting or exceeding productivity, quality, timeliness, and service level expectations established by Guidehouse and client organizations. Qualifications - High School Diploma or GED OR 3 years of Relevant Equivalent Experience in Lieu of Education. - 1+ years of experience in healthcare revenue cycle, patient access, insurance verification, authorization, utilization review support, or related healthcare operations. - Working knowledge of commercial, Medicare, Medicaid, and managed care payer requirements. - Working knowledge of hospital inpatient and observation workflows. - Professional experience documenting payer interactions and account activities clear and concisely. - Proficiency with Microsoft Office applications, including Excel and Outlook. Requirements - Experience performing Notification of Admission, prior authorization, utilization management support, or payer notification activities. - Experience working in hospital electronic medical record systems, including Epic and/or Meditech. - Experience supporting healthcare managed services, revenue cycle operations, patient access, insurance verification, or authorization services. - Knowledge of denial prevention, payer escalation, notification compliance, and standard work discipline. - Experience working independently and maintaining productivity in a hybrid or remote work environment (specifically a healthcare services environment). - Associate degree or higher in Healthcare Administration, Business Administration, or a related field. Benefits - Medical, Rx, Dental & Vision Insurance - Personal and Family Sick Time & Company Paid Holidays - Position may be eligible for a discretionary variable incentive bonus - Parental Leave - 401(k) Retirement Plan - Basic Life & Supplemental Life - Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts - Short-Term & Long-Term Disability - Tuition Reimbursement, Personal Development & Learning Opportunities - Skills Development & Certifications - Employee Referral Program - Corporate Sponsored Events & Community Outreach - Emergency Back-Up Childcare Program

Role Description The Contact Specialist role is a part of the Physicians Services, Enterprise Contact Center within Bon Secours Mercy Health. Under the leadership of the Enterprise Contact Center Team, the Patient Engagement Specialist role is responsible for providing exceptional customer service while scheduling patients. This role is critical to the organizational success of providing a white glove patient experience with patient safety being a priority. - Primarily supports inquiries for: registration, general information, clinical connection, work queue and messaging. - Acts as first point of contact for inbound and outbound patient care inquiries and requests by omni-channel center. - Leverages CRM to perform front-line customer support and resolves most issues and utilizes critical thinking to determine what customer inquiries require. - Organizes work/resources to accomplish objectives. - Participates in Peer mentor/mentee program. - Proactively communicates issues or potential issues involving patient care and process improvement opportunities to your supervisor. - Demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information. - Meets productivity requirements to ensure excellent care is provided to patients. - Maintains stable performance under pressure and handles stress in ways to maintain relationships with patients and co-workers. - Maintain satisfactory attendance and punctuality as set forth by BSMH and department policies. - Must be able to work with minimal supervision. Qualifications - High School Diploma or GED. College experience preferred. - 1-2 years of customer service experience required. - Contact Center experience preferred. - Medical terminology preferred. - Critical Thinking and problem-solving skills required. - Active listening skills required. - Prior healthcare experience preferred. - Medical insurance experience is a plus. - Solid computer knowledge and skills, including the ability to navigate complex systems and ability to troubleshoot is required. - Ability to multi-task required. - Excellent written and verbal communication skills, including spelling and grammar required. - Previous experience using EPIC, Salesforce or other customer relationship management software preferred. Benefits - Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible). - Medical, dental, vision, prescription coverage, HSA/FSA options, life insurances, mental health resources and discounts. - Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders. - Tuition assistance, professional development and continuing education support. - Benefits may vary based on the market and employment status.