Client Services Specialist

2 weeks ago

Franklin, United States Veterans Sourcing Group LLC Full time
Job Title: Client Services Specialist
Pay Rate: $16.80/hr on W2
Duration: 7 months
TN - REMOTE

Position Summary
******** MANAGER WOULD LIKE CANDIDATES TO RESIDE IN THE CST OR EST TIME
ZONES *********

************ IF SELECTED CANDIDATE PERFORMS WELL, AND HAS EXCEPTIONAL ATTENDANCE, THERE IS A GOOD CHANCE THIS POSITION COULD BE OFFERED A PERMANENT OPPORTUNITY ********

TOPS SKILLS:
- Ideally looking for someone who has solid excel experience. Can be beginner if able to learn.
- basic accounting. someone with the skill sets needed to support our debt management team.

Description:
Customer Service Representative is the face of Healthcare and impacts members' service experience by manner of how customer service inquiries and problems via telephone, internet or written correspondence are handled. Calls are typically non-routine and may require deviation from standard screens, scripts and procedures to engage, consult and educate members based upon the member's unique needs, preferences and understanding of Healthcare plans, tools and resources to help guide the members along a clear path to care. Act as subject matter expert by providing training, coaching, or responding to complex issues. Will be responsible to analyze and resolve issues associated with agent commissions. Answers questions and resolves issues as a "single-point-of-contact " based on phone calls, letters, and internet from brokers, marketing plan sponsors, PSS/ISO, members and providers. Activities may include providing Commission status information, benefit coverage interpretations, and explaining Commission transactions. Creates an emotional connection with our agents by understanding and engaging with agents. Taking accountability to fully understand the agent's needs by building a trusting and caring relationship with the agent. Anticipates agent's needs. Provides the agent with related information to answer the unasked questions, e.g. additional details, benefit plan details, agent self-service tools, etc. Uses customer service threshold framework to make financial decisions to resolve agent issues. Processes commission transactions and addresses agent complaints. Escalates issues as appropriate through the target system for grievances and appeals. Initiates out-reach/welcome calls to ensure constituents expectations are met or exceeded. Through in-depth analysis, identifies complaint trends and any emerging agent service issues and works to develop solutions to address potential problems. Educates agent on various elements of information and available services created to enhance the overall customer service experience with the company (i.e., assistance with agent self-service tools). Partners with other departments to deliver client specific presentations. Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvements intended to enhance the overall delivery of service. Serves as SME providing technical assistance when needed on call related issues, products, and/or system applications delivery matters. Coaches, trains and assists in the development of call center staff. May participate and/or lead special projects/initiatives addressing service issues. May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools. Delivers internal quality reviews. Provides appropriate support in third party audits when required. Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes.

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