Call Center Customer Service Inbound I\/Outbound I

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Job description

Apex Systems is hiring a Customer Service Representative for a major healthcare client of ours in Duluth, GA.

Position Title: Call Center Customer Service Representative
Position Type: Contract with potential to extend/convert
Location: Duluth GA
Schedule: Must have open availability Mon-Sun

**Assessment Test will be required - will be sent as soon as you reply to this message**

Additional Job Details:
Increase customer satisfaction and retention by providing members, customers, patients, and providers with accurate, consistent, timely, and meaningful information. Build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.

Essential Functions:
• Be available to handle member inquiries. Represent Health Plan by answering and documenting all incoming contacts to determine their nature, and respond to complex calls related to specialized product lines or queues.
• Respond with empathy to complaints and concerns from members concerning health plan benefits, account status, payment history, and medical services.
• Initiate contact with the appropriate health plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.
• Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.
• Document according to procedure. Assist department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, member retention and making return contact as warranted.
• Complete required training (including, but not limited to, annual certifications) and understand how to use tools available to recall necessary information.
• Effectively diffuse anger, tension, and hostility, within regulatory guidelines, of members expressing concerns about the organization.
• Maintain awareness of the way performance and actions affect members and the organization's financial stewardship.
• Be open and receptive to feedback, and change behavior to improve performance.

Call Center Hours:
Monday-Friday; Different 8 hours shifts available during open hours
Training: 6 Weeks of Training, 2 Weeks of Shadowing or "Nesting"
No Time off will be approved during training

Basic Qualifications:
Experience
• Two (2) years of customer service experience preferred
Education
• High School diploma or equivalent.

Additional Requirements:
• Minimum typing speed = 30wpm at 5% Accuracy.
• Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
• Ability to thoroughly understand a large, complex organization and its functional policies, processes, and customers.
• Excellent written and verbal skills.
• Ability to effectively interact and negotiate with diverse work units at all organizational levels. Demonstrate analytical and problem solving skills.
• Basic knowledge of mainframe and personal computers required.
• Demonstrate strong reading comprehension and writing skills to analyze and document interaction.
• Follow established procedures to meet customer/member needs.
• Demonstrates primary commitment to customer/member needs (before other requirements), intervening and taking immediate action as appropriate.
• Ability to read and respond clearly and succinctly.
• Ability to think critically.
• Excellent written and verbal skills.
• Demonstrate analytical and problem-solving skills.
• Ability to understand, interpret, act on, and direct own work based on analysis of a variety of statistical measurements of individual and contact center performance.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or . - provided by Dice