American Specialty Health Incorporated is seeking a Customer Service Representative to join our Customer Service-Clinical department.

The primary function of this position is to answer incoming calls from Providers, Members and Health Plans. The calls are focused on assisting callers with a wide range of topics from benefit information to problem resolution.

Remote Worker Guidelines

• Remote Worker Guidelines: This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum 50 Mbps download and 50 Mbps upload speed.)

Responsibilities

• Receives and responds to incoming telephone calls.
  • Answer incoming calls/chats and outgoing calls in a professional, accurate, timely and courteous manner.
  • Communicates professionally at all times.
  • Ascertain the nature of the call and record information in the ASH proprietary systems.
  • Look up caller information using proprietary ASH systems and provide information to the caller.
  • Forward logs requiring further research to the appropriate department.
  • Utilize appropriate resources, including those online; to provide timely responses.
  • Manage time to ensure calls are answered within required timeframes and appropriate follow up is done in a timely
    manner.
  • Meet or exceed minimum key job accountabilities established for the Customer Service Representative position.
  • Maintains safe, secure, and healthy work environment by following all legal and compliance requirements.
  • Complete all ASH and CSS trainings timely.
• Attends weekly staff and other meetings to discuss issues and foster teamwork among department personnel.
  • Responds to requests for internal and external customers and/or clients, as required.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma or GED certificate required.
• 1 year experience performing customer service duties; inbound call center experience preferred.
• Basic computer skills.
• Strong verbal communication skills.
• Ability to utilize and maneuver in multiple systems during a single interaction.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Mobility

• Primarily sedentary, able to sit for long periods of time.

Physical Requirements

• Ability to see, speak, and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within and around the facility or Work from Home (WFH) environment. Capable of using a telephone, computer keyboard, and mouse. Ability to lift up to 10 lbs.

Environmental Conditions

• Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth, related medical conditions, breastfeeding, and reproductive health decision-making), gender, gender identity, gender expression, race, color, religion (including religious dress and grooming practices), creed, national origin, citizenship, ancestry, physical or mental disability, legally-protected medical condition, marital status, age, sexual orientation, genetic information, military or veteran status, political affiliation, or any other basis protected by applicable local, federal or state law.

Please view Equal Employment Opportunity Posters provided by OFCCP here.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.

ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.

#LI-Remote

American Specialty Health Incorporated (ASH) is seeking a Concierge to join our ASHCare Managed Services department.

The Concierge is an essential role dedicated to enhancing the experience and coordination of clinical, virtual, and fitness-related services and programs, such as virtual physical and occupational therapy, site of care administrative support, and wellness programs. Concierge team members use critical thinking to support a diverse range of activities, including verifying program eligibility, enrolling members, obtaining payments, scheduling appointments, assisting with navigation and technical support, and providing program information.

Remote Worker Guidelines

• Remote Worker Guidelines: This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network. The internet connection must have a consistent 50 down/10 up Mbps minimum internet speed. 100 down/20 up is recommended to support higher quality video meetings.

Responsibilities

• Provides administrative support for members, patients, and consumers participating in clinical, virtual, wellness, and other American Specialty Health managed programs:
  • Receives and responds to inquiries via telephone, email, chat, and other digital platforms, greeting each individual with courtesy and professionalism.
  • Utilizes defined criteria and approved resources to determine eligibility and relay accurate program information.
  • Collects and enters detailed information into company systems, maintaining thorough and confidential records.
  • Coordinates and facilitates new and recurring appointments, navigating licensure requirements, time zones, and program-specific prerequisites.
  • Guides participants through pre-visit/session requirements, including equipment, online access, and provides technical support as needed.
  • Reviews internal and external systems to accurately determine any member cost share or payment required, and facilitates the collection of payment as needed.
  • Meets department scorecard expectations by consistently achieving established performance metrics and quality standards.
  • Maintains up-to-date knowledge of program policies, procedures, and system changes; adapting quickly to frequent updates that may occur with little notice or formal training.
  • Manages time effectively to ensure prompt responses and timely follow-up.
  • Exercises and maintains strict confidentiality and compliance with all legal, privacy, and organizational standards.
  • Participates in team meetings and collaborative initiatives to foster continuous improvement and teamwork.
• Assists with administrative duties related to the Virtual Physical & Occupational Therapists:
  • Receives and responds to telephone calls, emails, and chats from participating providers/practitioners.
  • Assists with troubleshooting member/patient issues as it relates to access to care, scheduling, and claims.
  • Review systems to ensure proper license and certification documentations from newly onboarded Virtual Therapists.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma or GED certificate required.
• 1 year Experience with Call Center or Customer Service operations, preferably in a Managed Care or Health Care environment required.
• 3 years General office experience including administrative support and project management preferred.
• Computer proficiency in MS Office; Outlook, Word, Excel, SharePoint experience required.
• Demonstrated technical proficiency and ability to learn and use multiple internal and external systems, platforms, and tools to support program operation and caller needs.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Mobility

• Primarily sedentary, able to sit for long periods of time.

Physical Requirements

• Ability to see, speak, and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within and around the facility or Work from Home (WFH) environment. Capable of using a telephone, computer keyboard, and mouse. Ability to lift up to 10 lbs.

Environmental Conditions

• Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth, related medical conditions, breastfeeding, and reproductive health decision-making), gender, gender identity, gender expression, race, color, religion (including religious dress and grooming practices), creed, national origin, citizenship, ancestry, physical or mental disability, legally-protected medical condition, marital status, age, sexual orientation, genetic information, military or veteran status, political affiliation, or any other basis protected by applicable local, federal or state law.

Please view Equal Employment Opportunity Posters provided by OFCCP here.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.

ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.

Employee Benefits is the core of our business and at our heart we are a people-focused organization. Every day, we help over 100,000 employers give their employees peace of mind by providing health, pharmacy, long and short-term disability, vision, dental and other insurance solutions. What makes us unique is that we can surround our clients with more services and more technology-based tools and a team of advisors that simply cares more than anyone else. 

If you want a career giving people the reassurance that they can have access to the health care they need for themselves and their loved ones, join OneDigital.

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If you have questions about our hiring policies and practices, we would be happy to discuss upon receiving your application. We hope to welcome you to OneDigital and look forward to hearing from you.

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