Call Center Representative

6 days ago

Spokane, United States Apex Systems Full time

Title: Customer Service Representative

Location: REMOTE - Must be able to pick up equipment in Spokane, WA

Duration: 3 month contract, could extend

Apex Systems is hiring for several Customer Service Representatives for a Fortune 500 Healthcare Client of ours.

Job Description:

The Customer Service Representative is responsible for increasing customer satisfaction and retention by providing members, customers, patients and providers with accurate, consistent, timely and meaningful information. They will provide support to member inquiries and issues as they utilize the client plan and provider services, continuing to build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.

Major Responsibilities / Essential Functions:

  • Represents health plan by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues
  • Responds professionally to inquiries from internal/external customers
  • Initiates 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
  • Documents according to procedure
  • Follows established procedures to meet customer/member needs
  • Required to effectively interact with diverse work units and relevant organizational departments
  • Has substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks
  • Ability to understand relevant policies, processes and customers
  • Assist the department in meeting customer needs and reaching department expectations
  • Completes required training and understand how to use tools available to recall necessary information
  • Develop a full awareness of the way performance and actions affect members and Member Service Contact Centers (MSCC) performance guidelines (call handling, first call resolution, complaint resolution compliance, member retention and return contact as warranted)
  • Promotes, ensures and provides customer service to internal/eternal customers by demonstrating skills which are consistent with the organizations philosophy of providing extraordinary customer relations and quality service.

Minimum Work Experience and Qualifications

  • High School Diploma or equivalent
  • Minimum typing speed of 30 WPM
  • Excellent written and verbal communication skills
  • Demonstrated analytical and problem-solving skills
  • Ability to read and respond briefly, clearly and effectively
  • Ability to think critically and problem solve.

Preferred Work Experience and Qualifications:

  • Call center experience
  • Health insurance experience

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