[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Firstsource is a company focused on Health Plan and Healthcare Services, and they are seeking a Customer Service Representative for data entry tasks. The role involves reviewing grievance and appeals documents, accurately identifying disputes, and ensuring compliance with HIPAA and data privacy requirements.

Responsibilities

• Review incoming Grievance and Appeals documents for completeness, legibility, and relevance
• Accurately identify and assign the correct Line of Business (LOB) based on client and regulatory definitions
• Determine and classify the dispute type (e.g., grievance, appeal, expedited appeal, standard appeal) in accordance with client-specific guidelines
• Access multiple client systems and portals to retrieve, verify, and validate member information, including but not limited to: Member demographics Member ID numbers Plan and eligibility details Index documents by entering required data fields accurately into internal systems or client platforms
• Normalize and prepare documents when required to ensure all necessary information is available for downstream processing
• Adhere to all HIPAA, data privacy, and security requirements when handling protected health information (PHI)
• Meet established productivity, accuracy, and quality standards
• Follow client-specific workflows, job aids, and standard operating procedures
• Identify discrepancies, missing information, or indexing issues and escalate according to established procedures
• Participate in quality audits, training updates, and process improvement initiatives as required

Skills

• Facets experience is given preference in hiring
• Review incoming Grievance and Appeals documents for completeness, legibility, and relevance
• Accurately identify and assign the correct Line of Business (LOB) based on client and regulatory definitions
• Determine and classify the dispute type (e.g., grievance, appeal, expedited appeal, standard appeal) in accordance with client-specific guidelines
• Access multiple client systems and portals to retrieve, verify, and validate member information, including but not limited to: Member demographics Member ID numbers Plan and eligibility details
• Index documents by entering required data fields accurately into internal systems or client platforms
• Normalize and prepare documents when required to ensure all necessary information is available for downstream processing
• Adhere to all HIPAA, data privacy, and security requirements when handling protected health information (PHI)
• Meet established productivity, accuracy, and quality standards
• Follow client-specific workflows, job aids, and standard operating procedures
• Identify discrepancies, missing information, or indexing issues and escalate according to established procedures
• Participate in quality audits, training updates, and process improvement initiatives as required

Company Overview