Help Desk Support

Job Title - Help Desk Support

Location - 100% remote

Duration - 4-month contract to start. - Contract with the possibility of full-time hire should a position become available.

Responsibilities and Duties :

• Monitor and manage tickets raised in Availity, originating from provider offices or Availity Customer Service representatives.
• Ensure timely and accurate responses to tickets through the Availity platform.
• Initiate follow-up calls to provider offices when additional clarification or information is required.
• Develop and maintain Standard Operating Procedures (SOPs) for the consistent handling of ticket types, including a triage process for offshore restrictions.
• Create and maintain detailed reports for internal tracking and audit purposes.
• Develop tracking mechanisms to monitor ticket volume, resolution times, and response quality.
• Provide weekly reporting on ticket turnaround time, types of inquiries, trends and recurring issues from ticket data to support continuous process improvement
• Develop and implement call scripts or response templates for frequently occurring ticket scenarios, ensuring consistency and efficiency

Required Qualifications :

Preferred Qualifications :