Customer Solutions Expert I - iComply

Job ID
Customer Service Center


Identify the need(s) of the referring source and/or patient by collecting all necessary data relevant to that need; interpret, verify and process that data to determine if patient is eligible; and facilitate the initiation and termination of the care and services provided in a timely manner. Respond to customer issues that may arise during and after order processing. Actively engages and coordinates with other team members to maintain a positive, collaborative relationship. Works under close supervision.


• Works closely with health plans/payers and maintains strong business relationships.
• Provides appropriate issue resolution and/or escalation when needed. Works under moderate supervision, with clinical oversight.
• Reviews and adheres to all Company policies and procedures and the Employee Handbook.
• Participates in special projects and performs other duties as assigned.
• Candidate will possess excellent communication (verbal/written), organizational and interpersonal skills.
• Manage multiple tasks, be detail oriented, be responsive, and demonstrate independent thought and critical thinking.
• Participates in and contributes to performance improvement activities.
• Learn, understand and maintain working knowledge of products and services offered by the company.


• Receives and responds to incoming calls or faxes from providers, referral sources, and potential patients.
• Communicate with carrier/health plan representatives, providers, and patients.
• Provides issue resolution and escalation to management when appropriate.
• Timely notification to payers, providers, and patients of therapy or other care status.
• Accurately documents all communications and decisions into a computer database.
• Understand and evaluate patient PAP adherence reports and other mechanisms of therapy.
• Consults applicable Payer Fact Sheets and other available resoureces. Works with other staff and patients to identify potential solutions as problems are identified.
• Assures the completion and coordination of work in an associate’s absence, or as needed, to maintain departmental standards.
• Follows up with servicing providers to ensure authorization to completion as well as ensures timely delivery of services.
• Participates in special projects and performs other duties as assigned.


• Requires a HS diploma or equivalent; up to 1 year of previous related experience; or any combination of education and experience, which would provide an equivalent background.
• One year billing, insurance or claims experience preferred.
• The ability to effectively multi-task.
• Medical terminology, insurance verification or healthcare experience preferred.
• Must be proficient and comfortable in a computer-based environment.
• Embraces the values of accountability, consistency, engagement, patient compassion, empowerment, respect and outstanding service.
• This position requires excellent communication, customer service and problem solving skills, as well as the ability to effectively interact with all levels of management and highly diverse customers.
• Must have strong organizational skills and be extremely detail-oriented.
• Demonstrates critical thinking and has the ability to analyze data to understand an expected outcome, Must be able to effectively manage and prioritize tasks and thrive in a fast-paced environment.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill and/or ability required.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Masters the Intake/Verifications function as well as a second function; Staffing as back-up and learns two health plans.


CareCentrix maintains a drug-free workplace in accordance with Florida’s Drug Free Workplace Law.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed