Tier II Coordinator

EXL (NASDAQ: EXLS) is a leading business process solutions company that looks deeper to drive business impact through integrated services and industry knowledge. EXL provides operations management, decision analytics and technology platforms to organizations in insurance, healthcare, banking and financial services, utilities, travel, transportation, and logistics. 

Please visit www.exlservice.com for more information about EXL Analytics. 

*Base Pay Range: $18.50 - $30.00/hr

For more information on benefits and what we offer please visit us at https://www.exlservice.com/us-careers-and-benefits

*The posted range is the hiring range for this role — a subset of the broader range available to employees over time — and reflects base salary across our national hiring scale. Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position. The top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process.

Coordinator II Responsibilities: 

• Take escalation inbound calls from Tier 1 Team, logging each call in the system and taking the necessary steps to resolve
• Monitor and respond to email correspondence, both internal and external. 
• Escalate issues to management or other internal Teams as needed for follow-up action 
• Access payer systems to research refund questions 
• Log voicemail in system and return calls according to service level
• Make outbound calls to Providers to assist with using our Portal, verify address, contact info and confirm receipt of EXL Request letters
• Monitor and respond to “Chats” from Providers
• Responsible for communication and reporting of any system or workflow issues to the appropriate Leadership or Team Members
• Meet quality and productivity standards as indicated by service level
• Comply with HIPAA and other regulations regarding confidentiality of information. 
• Other duties as assigned to support the audit process and/or company-wide programs 

Qualifications:

• Previous high volume customer service or call center experience
• Previous medical claims or claim payment experience
• Education:  High school diploma or equivalent
• Prior Healthcare experience a plus

Knowledge and Skills: 

• Demonstrates the ability to work in an organized, efficient and process-oriented manner
• Strong oral and written communication skills and the ability to problem solve
• Excellent customer service skills
• Ability to transition from one task to another, while maintaining attention to detail 
• Possesses time management skills; exhibits solid ability to prioritize work and perform multi-tasks.
• Proficient in Microsoft Office, emphasis with Excel and Outlook 
• Comfortable working in a high-volume, fast-paced environment either with a team or individually 
• Comfortable using various types of software programs 

What We Offer: 

• EXL Health offers an exciting, fast paced and innovative environment, which brings together a group of sharp and entrepreneurial professionals who are eager to influence business decisions. From your very first day, you get an opportunity to work closely with highly experienced, world class Healthcare consultants.
• You can expect to learn many aspects of businesses that our clients engage in. You will also learn effective teamwork and time-management skills - key aspects for personal and professional growth
• We provide guidance/ coaching to every employee through our mentoring program wherein every junior level employee is assigned a senior level professional as advisors.
• Sky is the limit for our team members. The unique experiences gathered at EXL Health sets the stage for further growth and development in our company and beyond.