Client Service Representative - Operations

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption. Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

•    Conducts administrative intake and scripted clinical intake of calls for clinical review
•    Provides quality customer service through interaction with providers, administrative staff and others
•    Builds and maintains customer satisfaction with products and services; provides excellent service to internal and external customers
•    Collects and enters confidential information ensuring the highest level of confidentiality in all areas
•    Maintains high-quality documentation standards when collecting and performing data entry functions
•    Provides ongoing telephonic support to providers and office staff related to HealthHelp’s Clinical Review process
•    Provides administrative support to the Clinical Review Department if needed
•    Participates and understands scope of responsibility pertaining to ongoing Quality Initiative Projects
•    Maintains acceptable levels of performance for all Key Performance Indicators, such as Average Talk Time (ATT), Quality, and adherence to schedule
•    Participates in the HealthHelp Quality Management Program as required
•    Adheres to all HIPAA, state and federal regulations pertaining to the clinical programs
•    Adheres to both URAC & NCQA standards in keeping with HealthHelp’s compliance initiatives 
•    Carries out other projects and responsibilities as assigned

Qualifications

•    High School Diploma/GED, required
•    Minimum One (1) year of Healthcare customer service (call center) experience required
•    Ability to hard line internet into computer equipment provided, required
•    Internet upload speed of 5 mbps and download of 25 mbps, required (verified at onboarding)
•    Ability to adhere to strict schedule with ability to adapt to schedule changes, as schedules are subject to change, required
•    Prior experience in a fast-paced in-bound call center environment, preferred
•    HIPAA compliant room, required (verified at onboarding)
•    Prior experience in the healthcare industry (i.e., prior authorizations, patient care, CPT codes, etc.), preferred
•    Ability to read clinical terminology with high levels of proficiency
•    Ability to work efficiently in a fast-paced, high call volume, performance driven Contact Center
•    MS Outlook and Windows proficiency
•    Ability to work on dual monitors and navigate multiple software applications simultaneously
•    Strong time management skills
•    Highly skilled at delivering client and customer satisfaction
•    Must possess strong verbal and written communication skills

PHYSICAL REQUIREMENTS 
•    Ability to wear a headset for 8 hours a day, required
•    Ability to respond quickly to instructions in a fast-paced work environment, required
•    Ability to talk without voice restrictions for 8 hours a day, required
•    Ability to sit for extended periods of time without a break, required
 

Additional Information

Compensation Disclosure

The base salary for this position is $33,280 annually. This represents the base pay range that we reasonably expect to offer for this position.

Final compensation will be determined based on a variety of factors, including but not limited to the candidate’s experience, education, skillset, and location.

•    Geographic location 
•    Overall professional experience
•    Directly relevant experience
•    Education and certifications
•    Industry knowledge and expertise
•    Skills and competencies

In addition to base pay, this role may be eligible for performance-based bonuses, incentive pay, or commissions, which are not included in the listed base salary range.

WNS complies with all applicable federal, state, and local pay transparency laws, including those in California, Colorado, New York, Washington, and Illinois.

Note: For complete compensation information, please refer to the job posting on our official careers page.

Benefits Overview

Our benefits package includes (but is not limited to):
- Medical, dental, and vision insurance
- Paid time off (PTO), holidays, and sick leave
- 401(k) with company match or other retirement plan
- Life and AD&D Insurance
- Employee Assistance Program

Equal Opportunity Employer Statement

WNS is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected under federal, state, or local law.

We also provide reasonable accommodations to individuals with disabilities and for sincerely held religious beliefs in all aspects of employment, including the application process.

How to Apply
Please submit your application, including a resume and optional cover letter, through our careers page or email to .