Customer Service Representative

3 weeks ago

Pembroke Pines, United States GMMI Inc. Full time

What you’ll be doing. The role of Customer Service Representative/ Assistance Coordinator is captured in its name: we are coordinating assistance for people in need. We coordinate different types of assistance for our customers, including but not limited to travel arrangements, medical transports, routine and emergent medical visits, repatriation, and evacuation services, and more. To be successful in this role, you must have a strong sense of empathy, urgency, attention to detail and multitasking capabilities. In this role, you must be able to work within a team, make decisions quickly and locate resources under time constraints. Principal Duties and Responsibilities: Handle calls, emails, and faxes, both inbound and outbound, to patients, clients and providers. Adhere to quality, availability, and productivity expectations to ensure individual and departmental success. Proactively communicate with patients, clients, and providers in a comprehensive and professional manner at all times. Prioritize incoming/assigned tasks to ensure actions are taken in a timely manner, in line with contractual and internal Service Level Agreements. Follow all established GMMI Client Specific Procedures and Standard Operating Procedures. Responsible for daily work and timely follow-up on active cases assigned. Communicate with Assistance Coordinators, Senior Assistance Coordinators, Supervisors, Managers and supporting departments to coordinate work efforts. Responsible for communicating benefit/coverage decisions and administering medical payments via direct billing or authorized credit card use. Handle Protected Health Information in accordance with HIPAA/Information Security requirements. Maintain compliance with instructions pertaining to sensitive legal areas such as International Sanctions and Financial Crime. Understand business concepts including, but not limited to cost containment practices, logistics planning, case flows and claims processing cycles. Participate in individual, group and client training, complete mandatory company training within deadlines. Manages personal email inbox to stay informed of company and departmental updates. Any additional tasks assigned by management. Required / Desired Knowledge, Experiences and Skills: Experience in handling high volume of interactions including call and email volumes. Advanced computer literacy and internet research skills. Ability to work in fast-paced environment, great prioritization, and time management skills. Professional and positive interaction with clients, patients, providers, and colleagues. Must represent the organization in a professional and knowledgeable manner. Insurance benefits administration (Travel/Health insurance). Minimum one year experience working within the healthcare or insurance industry. Geographical awareness. MS Office (Word, Excel, PowerPoint, and Outlook). Preferred: Customer Service experience in (medical) assistance preferred. Basic medical terminology: knowledge of US/International healthcare systems. Excellent verbal and written communication skills; fluent English required. Spanish preferred. Education/Certifications: Requirements: High School Diploma or Equivalent (GED) required. Where you’ll be doing it. This is a hybrid role based out of our Pembroke Pines office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week after the successful completion of a 90-day on site training period. When you’ll be doing it. This department is open 7 days per week. Position requires ability to work nights and weekends as required. Occasional overtime may also be required according to business need. Apply today to begin your next chapter. #J-18808-Ljbffr

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