We are seeking a Customer Experience Associate to support balance billing and compliance efforts for a client specializing in healthcare and regulatory solutions. The role involves managing incoming member balance bill inquiries, assisting with No Surprises Act (NSA) compliance, and ensuring accurate documentation and timely communication. You will collaborate with both internal teams and external stakeholders to streamline workflows and resolve issues effectively.
Responsibilities:
- Resolve product or service issues by clarifying the customer’s complaint, determining the cause, and implementing the best solution to ensure resolution.
- Provide members with updates on balance bill and NSA-related cases while collecting and maintaining accurate data.
- Handle inbound and outbound phone calls, email support, and communication through the client’s custom platform.
- Support No Surprises Act compliance efforts by coordinating with self-insured employers and health plan stakeholders.
- Participate in gathering sessions with internal and external stakeholders to align on processes and objectives.
- Escalate urgent matters and potential risks to leadership while implementing preventive measures.
- Identify and propose improvements to operational workflows and platform integrations.
Qualifications:
- Bachelor’s degree recommended; Master’s degree is a plus.
- Previous experience in project management, operations, customer service, healthcare data, or regulatory compliance (required).
- Familiarity with self-insured health plans and healthcare compliance frameworks, such as the No Surprises Act, is strongly preferred.
- Prior experience in a tech company or group health insurance is a plus.
- Strong written and oral communication skills, including presentation abilities (required).
- Proficiency in Google Workspace tools (GMail, Drive, Docs, Sheets).
- Multi-lingual capabilities, particularly Spanish, are a plus but not required.
