Training schedule- 9:00am-5:30pm EST M-F
Agents will be scheduled 40-hour work week within the hours of operation. Hours of operation are:
5 Days/wk. 8AM-8PM EST - rotating weekend shifts could be required in the future –
depending on clients
Job Description: Customer Support Representative
Summary: Under the supervision of the Customer Support Supervisor, the Customer Support Representative is responsible for answering calls from our clients’ medical provider network and clients’ enrolled members. The Customer Support Specialist will provide timely and accurate responses in a professional and courteous manner utilizing defined processes and guidelines. This position also assists with various internal tasks that ensure a high level of overall client satisfaction.
Essential Functions:
Representative
- Answering calls daily; Handling Medicare/Pace calls in a timely manner
- Complete the volume of work assigned with the ability to organize and prioritize work.
- Process and complete emails and voicemails in a timely manner
- Following individual and team (KPIs).
- Provide exceptional customer service, resolve customer issues on inquiries (billing, plan information, account changes, and services.
Additional Functions:
Assists with special projects, as requested
Communicates clearly and concisely, with sensitivity to the needs of others
Maintains the confidentiality of all company procedures, results, and information about participants, clients, providers and employees
Maintains courteous, helpful and professional behavior on the job; displays a willingness and ability to be responsive in a warm and caring manner to all customer groups. Consistently cooperates and supports organization in problem solving issue
Establishes and maintains effective working relationships with co-workers
Follows all Policies and Procedures and HIPAA regulations
Participates in any recommended or required training sessions
Maintains a safe working environment
FLSA Status: Non-Exempt
Supervisory Responsibility: None
Knowledge, Skills and Abilities:
Educational requirements include a High School Diploma or equivalent.
Two years of professional work experience in a call center is strongly preferred.
Exposure to health plan management operations is preferred
General knowledge of medical terminology preferred
Knowledge and experience using current computer technology
Current working knowledge and extensive use of Excel and Word.
Skilled in establishing and maintaining effective working relationships with clients, and staff at all levels
Skilled in problem resolution; recommends suggestions to increase accuracy and/or efficiency
Ability to work independently with minimal supervision
Ability to communicate professionally, clearly and effectively, verbally and in writing
Ability to prioritize effectively
Ability to multitask
Physical Demands & Requirements:
Communicates by way of the telephone with providers, participants, customers, and vendors; majority of the workday is spent communicating on the telephone
Operates a computer and other office productivity machinery, such as a calculator, copy machine, fax machine and office printer
Remains stationary for extended periods of time
Visual acuity to perform activities such as identifying, inputting and analyzing data on a computer terminal and/or in hard copy
Occasional reaching to retrieve shelved items
Occasional bending/stooping
Job Type: Full-time
Pay: $19.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
Application Question(s):
- Please provide your primary phone number and email address to be contacted.
- Work schedule is 5 days a week between the hours of 8AM-8PM EST. Rotating weekend shifts could be required in the future. Are you okay with that?
- Pay rate is $19 hourly. Are you okay with that?
Education:
- High school or equivalent (Required)
Experience:
- Call center: 2 years (Required)
Work Location: Remote