The Contact Center Associate will take inbound and make outbound calls regarding specified requests, common questions and pursue one call resolution for health share members and providers. The Contact Center Associate works with all departments to ensure that members and providers receive accurate health share information as determined by the Membership Guidelines.
Essential Duties:
- Answer incoming calls from members and providers and follow-up with outbound calls as necessary.
- Resolve general member and provider issues by phone or email.
- Identify and escalate issues as necessary.
- Recognize and document trends or problems that may arise in operations and alert management when needed.
- Provide accurate health sharing information and service to members and providers.
- Obtain and review medical records as necessary.
- Ensure member information and eligibility is accurate and up to date.
- Explain detailed information regarding eligibility to both members and providers.
- Is coachable and willing to learn.
- Capable of providing the greatest customer service experience possible.
Skills Required:
- Critical thinking and problem-solving skills
- Self-motivated, goal-oriented individual
- Excellent written, verbal, and interpersonal communication skills
- Work independently and in a team environment
- Strong computer skills and working knowledge of Microsoft Outlook
- Excellent phone etiquette and customer service skills as majority of time will be spent on the phone
- Familiarity with medical policies and procedures and HIPPA
Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
- High School Diploma and/or GED required
- At least 1 year of customer service experience required
- Healthcare experience preferred (reviewing and/or verifying medical records)
- Associates or higher degree preferred
Technical Knowledge:
- Google Suite including Share Drives, Email and Internet
- Call center phone software and/or operating systems
- Salesforce knowledge preferable
Benefits
- HMO with 1 free dependent upon hire
- Life Insurance
- 10% Night Differential
- 20 PTO credits annually
- VL and SL cash conversion
- Annual Performance-Based Merit Increases and Employee Recognition
- Great Company Culture
- Career Growth and Learning
- A laptop will be provided by the company
- Onsite (Makati or SM Clark) and Night shift