Position Overview
A Zelis Provider Care Representative is responsible engaging with providers to facilitate the adoption of electronic payment solutions, enhance client satisfaction, and promote the use of Zelis Payments' products and services effectively.
Location and Workplace Flexibility :
We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India.
We foster a hybrid and remote friendly culture and all of our employee's work locations are based on the needs of the position and determined by the Leadership team.
In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.
This is a hybrid position, with an in office requirement twice a week.
Key Responsibilities :
Customer Communication : Field incoming calls and make outbound calls to medical and dental providers. Address inquiries related to payment processes and resolve any ongoing issues they may have.
This involves explaining electronic payment options such as credit cards and direct electronic funds transfer (EFT).
ACH+ Enrollment Assistance : Assist providers in signing up for the Zelis ACH+ product. Guide providers through the registration process and gain access to their online web portal.
Address any questions related to the provider portal functionalities.
Provider Portal Education : Demonstrate and educate providers on the benefits of using the provider portal. Highlight its features and functionalities that can streamline their payment and data management processes.
Lead Follow-up and Client Retention : Proactively follow up on leads, both new and existing. Identify client pain points, address objections, and present appropriate product and service offerings that align with their business needs.
The goal is to retain clients by providing tailored solutions.
Product Knowledge : Develop a foundational understanding of Zelis Payments' products and their potential benefits to end-users (providers).
Compliance and Standards : Maintain awareness of and ensure adherence to Zelis Payments' standards regarding privacy, company policies, and procedures.
Problem Solving and Initiative : Work on assignments that require judgment and initiative in resolving complex problems.
Other Duties : Perform other duties as assigned, which may vary depending on business needs and priorities.
Professional Experience :
- Excellent telephone and client service skills
- Has proficiency in troubleshooting basic client issues
- 2+ years demonstrated sales and / or membership generation or retention experience
- Has proficiency in tele-sales and marketing techniques yielding increased product usage
- Computer proficiency and technical aptitude with the ability to utilize Zelis Payments proprietary client system and MS Office applications
- Must have excellent communication and presentation skills to effectively interface with the Operations and Sales staff as well as external representatives from the payer and provider communities
Education :
Bachelor’s Degree or equivalent work experience
Work Environment :
- Walking, standing and sitting
- Long periods of computer usage
- Handling seizing, holding, grasping and fingering of objects, tools and controls
- Reaching
- Vision close vision
- Hearing- ability to receive detailed information through oral and telephonic communication
- Moderate noise level
- A standard work week exists but with the understanding that additional time / effort outside of the usual parameters can / will occur based upon the overall needs of the business.
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