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Customer Service Representative 2
Ref No.: 18-13393
Location: Ft Wayne, Indiana
Start Date / End Date: 11/26/2018 to 11/25/2019
Duration:0-12 month(s)

Job Description:

Customer Service Representative At Healthcare, our goal is to make paying and saving for healthcare as simple as possible for our customers'. As a Customer Service Representative, you play a key role in supporting our customers' journey through the healthcare system. You will enter a challenging, fast pace but rewarding position while delivering one superior quality experience at a time, gaining customers' confidence and trust. This role requires partnering closely with the customer to provide valuable insights, education and to provide direction for on-line support that would be most value to our customers. This journey begins as temporary position with potential for fulltime with benefits. ¿ Effective Communication – It is critical to listen and understand the incoming call to ensure the members issue is quickly identified. Ability to maintain composure while handling difficult conversations and de-escalating the call. Demonstrate soft skills (i.e. caring, empathy, positive attitude and tone) to drive effective communication with the member ¿ Customer Focus – While keeping the member at the center of everything we do, we will empower our employee's to achieve First Call Resolution by actively listening, resolving issues, providing follow-up, give education, and coaching to minimize call backs. ¿ Consultative – Provide necessary education and/or direction to the member on the claim filing process, available products and "screen share” to assist with website navigation. ¿ Decision Making / Problem Solving – making use of available tools and resources to make informed decisions to assist our members. Key Responsibilities ¿ Accountable for provides high-quality, customer-focused telephonic service using knowledge of procedures and systems to meet and/or exceed member satisfaction while educating constituents on Healthcare policies and programs ¿ Consult with members to support easy navigation of the available online tools, from checking an account balance to submitting claims. ¿ Accountable for resolving issues without management intervention to remove barriers for the member. ¿ Accountable to protect sensitive member information with discretion ¿ Responsible for all levels of member engagement, while prioritizing effectively to meet member service goals / deadlines Background/Experience Required ¿ Prior call center experience preferred, but not required ¿ Computer knowledge and skills, comfortable learning new systems ¿ Able to learn, memorize and retain information ¿ Basic understanding of medical / reimbursement terminology preferred, but not required Can adapt to a fast paced environment. Able to work hours of 11:30 am-8:00pm EST. High School Diploma / GED, preferred. Ability to work overtime to meet business needs

Additional Job Details:
The agents will attend 4 Weeks of Training , M-F from 8:30 am to 5:00 pm. After training, they will have 7 days of Transition Time at the same schedule, M-F from 8:30 am to 5:00 pm. Once the agents are out of transition they will start their regular shift of 11:30 AM – 8:00 PM.