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Customer Service Coordinator

3 months ago

Wheeling, United States The Health Plan of West Virginia Inc Full time
Job DescriptionJob Description

The Customer Service Coordinator position is responsible for assisting the Manager and Director with daily operational activities relating to the call center, which may include: claims payment issues, call monitoring, and provide team with guidance and support.

Required:

  1. High School graduate or equivalent:
  2. Three years of call center experience.
  3. Self-starter and works independently.
  4. Detail oriented with good problem solving skills.
  5. Ability to prioritize and meet deadlines.
  6. Consistently displays a positive attitude.
  7. Excellent communication skills.
  8. Easily adapts to changes in work requirements.
  9. Knowledge of company software and equipment.

Desired:

  1. Associates degree or 4-5 years call center experience.
  2. Knowledge of CPT and ICD 10 Coding.
  3. Knowledge of medical terminology.
  4. Knowledge of member benefits and health insurance concepts.
  5. Must have knowledge of hospital and physician claims.

Responsibilities:

  1. Maintains a positive, caring work relationship with others.
  2. Assess issues and problem solves at root cause level and assists CSR with difficult situations.
  3. Assist Manager with monitoring and auditing CSR calls.
  4. Responds to written correspondence in a timely, professional and friendly manner.
  5. Ability to prioritize multiple tasks.
  6. Records and communicates all information clearly and accurately.
  7. Maintains monthly monitoring score of 90% accuracy or above on the 17 points of excellence.
  8. Demonstrates a complete understanding of departmental policies and procedures.
  9. Ability to perform tasks without supervision.
  10. Meets requirements on annual performance evaluation.
  11. Documents calls according to departmental guideline.
  12. Assist with training and maintaining/updating shared training documents.