$48,000-$52,000 depending on experience/education
9-5 M- F
We are looking for customer service professionals who want to help our members, providers, and other healthcare advocates. You will provide personalized and company-based practices to deliver solutions and answers to questions that relate to our healthcare products and solutions. The ideal candidate will have a commitment to service and providing a best-in-class experience for all callers.
Customer Service Representatives are responsible for providing expertise and customer service support to members, customers, and / or providers; providing direct phone-based customer interaction to answer and resolve a wide variety of inquiries.
Primary Responsibilities:
• Respond to and resolve customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, claims and correspondence
• Assist customers in website navigation and self-service options for their health plan
• Own a problem through to resolution on behalf of a member in real time or through comprehensive and timely follow-up
• Escalate member and provider issues to appropriate team members, as defined by our procedures
• Provide education and status on previously submitted pre-authorizations or pre-determination requests
• Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance
• Proficient problem-solving skills
• Proficient in translating healthcare-related terminology and complex processes into simple, step-by-step instructions customers can understand and act upon
• Flexibility to customize approach to meet all types of member communication styles and personalities
• Proficient conflict management skills to include ability to resolve issues and demonstrating personal resilience
• Ability to work without constant direction from management
• Basic tasks are completed without review by others
Requirements
To be considered for this position, applicants need to meet the qualifications listed in this post.
Required Qualifications:
• High School Diploma / GED (or higher)
• 1+ years of Customer Service experience
• Ability to successfully complete the company training program within the required timeframe
• Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work overtime and / or weekends, as needed
Preferred Qualifications:
• Associate’s degree (or higher)
• Health care experience