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Call Center Agent
4 months ago
8:00 a.m. - 6:00 p.m.
Job Description:
Manage large volumes of inbound calls concerning premium payments, health
coverage, and general Medicaid program information. Identify the customer’s
needs, clarify information, research every issue, and provide response in a
timely manner. Follow communication “scripts” and other documented
procedures when handling different topics. Meet personal/team production and
quality targets to exceed contract required response times for the call center.
Perform other duties as required based on business needs.
Qualifications:
· Call center experience as well as previous experience in customer service,
health coverage, or health care claim billing procedures
· Strong verbal communication skills
· Excellent attendance record
· Knowledge of general insurance billing procedures
· Ability to learn quickly with attention to detail
· Proper grammar usage both written and verbal
Job Specific Skills/Essential Functions:
· Previous experience in a customer support role
· Knowledge of receiving and processing payment information
· Track record of over-achieving quota
· Strong phone and verbal communication skills along with active listening
· Ability to analyze requests and resolve inquiries by following established
guidelines for gathering data and routing requests to the appropriate area
· Customer focus and adaptability to different personality types
· Ability to multi-task, set priorities, and manage time effectively
· Ability to project a positive attitude and a high degree of self-confidence
· High school diploma
Note: Customer Assistance Call Center Training
- The training itself will take approximately 3 to 4 weeks.
- This includes instructor led training, learning modules completed on the computer and mentoring with an experienced agent. Training will occur on-site at our offices and remotely from resources home office environment.
- There are knowledge checks completed during the training and an assessment given at the end of the training (a 90% score is needed to pass)
- The hours during training are from 8:30AM to 5:00PM.
- The regular work shifts we are hiring for are during the hours of 8:00AM to 6:00PM (Monday – Friday).
**New staff will be given 2 weeks’ notice before being transitioned from the training schedule to their regular assigned shift.**
**These roles will be a “hybrid” work schedule of remote & onsite on-going.**
Candidates selected will need to be in attendance daily at the required start time for the entire duration of the training period.
Any pre-planned appointments/vacations/time away should be avoided/rescheduled during training.