Customer Service Representative

4 weeks ago

Rockville, United States Randstad Full time

Hours- Monday thru Friday, MUST BE OPEN TP WORK 8am to 8pm (will get an 8 hour shift)

Training- 3-4 weeks, hours during training are 8a-5p (EST) - paid training

Contract- Temp to perm

Equipment- Provided by the client; Laptop, two monitors, keyboard & mouse

Start date 2/7/25

  • Starting Rate: $18.00/hour
  • After successful completion of New Hire Training and 2 weeks of fielding calls: $18.50/hour (approx. 6-8 weeks from start)
  • After successful completion of Intake Training and 2 weeks of fielding calls: $19.00/hour (approx. 14-16 weeks from start)
  • After successful completion of Inquiry Training and 2 weeks of fielding calls: $19.50/hour (approx. 21-24 weeks from start)
  • Pay remains at $19.50/hour until conversion to Full-Time Employee (FTE)

Description

The Customer Care Representative is responsible for providing expertise and customer service support to members, customers, and/or providers. They will handle direct phone-based caller interaction to answer and resolve a wide variety of inquiries.

  • Provides initial phone contact with members, prospective members, providers, agents and field personnel while meeting department performance standards. Expected to answer inquiries where appropriate and route calls as needed. Inquires will include benefit and eligibility quotes, claim status, claim issues, premium modes, premium payments and updates, address corrections which may include Select services areas, product interests, and policy cancellations.
  • Data Entry - Update member account information as needed and required, enter new individual and group member applications, enter claims, encounters and utilizations, and all other data entry needs as required, but not excluding other departmental requests.
  • Research member account history, plan, payment options, complaints and other discrepancies; and correct as needed when advised by a supervisor or appropriate personnel.
  • Verify insurance - Fax/mail Fee Schedules, Member Eligibility Information, Provider/Facility location information, and authorizations when required in accordance to policy and procedures.
  • Special Projects - Assemble group packets, pull, fill, and mail Agent requested supplies (including mass mailings to providers and members when required).
  • Utilizes customer service strategies such as active listening, expressing empathy, problem solving, courtesy, and other skills deemed necessary.
  • Documents, tracks, and communicates issues appropriately using and accurately to deliver high quality customer service.
  • Performs the necessary skills to maintain a high-quality customer experience, as reflected through quality monitors, member feedback, and peer interaction.
  • Provide back-up to other units within the division as needed.
  • Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified.

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