Performant Corporation is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

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Customer Service Healthcare Support Representative (SCA)
Job Code:2022-50-HUB-011
Location:United States - Remote (multiple locations)
Status:Regular Full Time

Available for hire Teleworking in the following area/location(s):     Lathrop, CA  & Sunrise, FL.

As a Customer Service Healthcare Support Representative (SCA), you will provide support in the Customer Service Department performing various administrative duties and clerical tasks as assigned in support of the company’s government healthcare contracts. This position primarily interacts with internal departments and resources and can also provide support for one or more client contracts in support of the healthcare business.  Relies on pre-established guidelines and work instructions and uses good judgment when to escalate. This position requires consistent use of MS Office, specifically Excel, and ability to quickly learn new client applications.

Essential Duties:
•Performs daily office tasks such as filing, recording, maintaining records, copying, posting transactions and other similar duties mainly using a computer.
•Collects, reviews and inputs data into computer systems following client and Performant policies, procedures, and job duty work instructions.
•Answer phone calls and responds to internal inquiries.
•Reconciles account information or balances.
•Review and process account media or correspondence.
•May support or perform research on exceptions in data or established workflow procedures (troubleshoot).
•Assist in processing various account activities, including but not limited to:
o Account or inventory reconciliations.
o Identify and prepare adjustments for posting.
o Process refunds and other payment transactions,
o Support account transition, assignment, or referral based upon established workflow procedures.
o Supports research and evaluation of account action for non-standard transactions and escalates appropriately to ensure appropriate action is taken.
•Assist in reviewing and processing daily reports as may be applicable based upon program/workflow assignment.
•Learn how to help identify any potential issues in workflow or account activity based upon data variances or trends.
•May support letter generation, as needed to support the business, which may include setting up or running mail merges (which may include high volume of accounts/transactions), reviewing and validating information, as well as stuffing envelopes, applying postage and ensuring drop-off to correct location for mail pick-up.
•May communicate with external clients and/or subcontract contacts, including but not limited to:
o Verbal communication by phone.
o Written communication via established protocol.
•May support or learn how to convert/import data files into readable format.
•May have other duties as assigned to support business needs.

*Note - All employees and contractors for Performant Financial may and/or will have access to Sensitive, Proprietary, Confidential and/or Public data. As such, all employees and contractors will have ownership and responsibility to report any violations to the Confidentiality and Integrity of Sensitive, Proprietary, Confidential and/or Public data at all times.  Violations to Performant’s policy related to the Confidentiality or Integrity of data may be subject to disciplinary actions up to and including termination.
Required Skills and Knowledge:

•Knowledge of Microsoft Office products.
•Create and modify spreadsheets in Excel.
•Establish and develop formulas, use of VLOOKUP, and use of Pivot Tables in Excel; highly desired but not required.
•Must be able to work independently on assigned projects and complete within established deadline.
•Understanding of healthcare industry, and/or specific client requirements and workflow procedures, highly desired.
•Ability to quickly learn a new task thoroughly and apply it.
•Ability to follow instruction.
•Ability to multi-task and be highly flexible to meet changing priorities.
•Attention to detail without compromising speed or accuracy completing assignments.
•Ability to effectively communicate verbally and in writing.
•Ability to operate basic office equipment – fax, scanner, copier, printer, phone, postage meter, etc.

Additional Requirements:

•Ability to obtain and maintain client required clearances as well as pass company regular background and/or drug screening.

•Completion of Teleworker Agreement upon hire, and adherence to the Agreement (and related policies and procedures) including, but not limited to: able to navigate computer and phone systems as a user to work remote independently using on-line resources, must have high-speed internet connectivity, appropriate workspace able to be compliant with HIPAA, safety & ergonomics, confidentiality, and dedicated work focus without distractions during work hours.

Physical Requirements:

Available for hire Teleworking in the following area/location(s):     Lathrop, CA  & Sunrise, FL.

**NOTE: Must be able to meet requirements for and perform work assignments in accordance with Company policies and expectations on a home remote basis (and must meet Performant remote-worker requirements) until at which time staff may be notified and required to work from a Performant office location on an ad-hoc or periodic basis.

Basic office equipment required to perform remote work is provided by the company.

• Job is performed in a standard busy office environment with moderate noise level (or may be home-office setting subject to Company approval and Teleworker Agreement), sits at a desk during scheduled shift, uses office phone or headset provided by the Company for calls, making outbound calls and answering inbound return calls using an office phone system; views a computer monitor, types on a keyboard and uses a mouse.

• Reads and comprehends information in electronic (computer) or paper form (written/printed). 

• Sit/stand 8 or more hours per day; has the option to stand as needed while on calls; reach as needed to use office equipment.

• Consistently viewing a computer screen and types frequently, but not constantly, using a keyboard to update accounts.

• Consistently communicates on the phone as required primarily within the department and company and may include client contacts or other third-party depending on assignment with account holders, may dial manually when need or use dialer system; headset is also provided.

• Occasionally lift/carry/push/pull up to 10lbs.
Education and Experience:

•High school diploma or GED required.
•4+ years of Customer Service or similar professional office support experience.
•Minimum 6 months experience working with healthcare claims.
•1-2 years of healthcare experience, highly desired.
•Knowledge of operations/work procedures related to one or more of Performant's business areas, highly desired.

Other Requirements:

Performant is a Government contractor and subject to compliance with client contractual and regulatory requirements, including but not limited to, Drug Free Workplace, background requirements, and clearances(as applicable).

• Must submit to and pass pre-hire background check, as well as additional checks throughout employment.

• Must be able to pass a criminal background check; must not have any felony convictions or specific misdemeanors, nor on state/federal debarment or exclusion lists.

• Must submit to and pass drug screen pre-employment (and throughout employment).

• Performant is a government contractor. Certain client assignments for this position requires submission to and successful outcome of additional background and/or clearances throughout employment with the Company.

 Employment VISA Sponsorship is not available for this position

 Job Profile is subject to change at any time.


Performant Financial Corporation is an Equal Opportunity Employer.

Performant Financial Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.