Customer Service Representative

3 months ago

San Antonio, United States GuideWell Full time
Job Description

Job Summary:

The Customer Service Representative is responsible for handling inbound customer calls from both providers and members. They are to ensure that the highest level of service is provided no matter what the question or concern.

Location:

Onsite in our San Antonio, Texas office - 19100 Ridgewood Parkway 78259

Starting Pay:
$18.00 per hour

What We Offer:
  • Insurance Benefits
  • 401(k) Match
  • Wellness Incentives
  • Growth Opportunities
  • Paid Time Off + Holidays
  • Amazing In-Office Culture
Essential Functions:

The essential functions listed represent the major duties of this role, additional duties may be assigned.
  • Answer questions from providers and members about benefits and eligibility, while ensuring communication remains courteous and respectful at all times.
  • Maintain a high accuracy level by providing complete and accurate information at all times.
  • Document notes of each call to ensure all information is saved correctly.
  • Abide by all Customer Service Goals as set by the Manager of the department.
  • Ensure adherence of Customer Service metrics:
    •Average monthly After Call Work (AUX) time
    •Average monthly hold time
    •Average monthly staff time
    •Average monthly talk time
    •Average monthly quality
  • Handle call backs and escalations:
  • Escalate calls to the necessary department when appropriate.
  • Make callbacks to customers as needed.
Required Work Experience:
  • 0-1 years related work experience. Experience Details: of inbound call center experience in the health insurance industry.
Required Education:
  • High school diploma or GED
  • Additional Required Qualifications
  • Excellent verbal and written communication skills are required.
  • Qualified candidates should have a professional phone voice.
  • Must possess good, basic computer and typing skills.
  • Able to demonstrate proficiency in Microsoft Office (specifically Word, Excel and Outlook)
General Physical Demands:
  • Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.

About Us

At GuideWell, we are committed to making diversity, equity and inclusion part of everything we do. We believe in hiring people who represent the communities we serve while creating a workplace that encourages a sense of belonging for everyone, no matter who you are or where you come from.

From students to former military to seasoned professionals, our family of mission-based companies are stronger because of the unique talents and skills of our employees. We believe everyone's contribution has the power to help people and communities achieve better health. Find your new team today.

About the Team

We're proud to be named a Top Workplaces 2020 employer by The Dallas Morning News and the San Antonio Express-News for a second year in a row. We're even more proud of the hard work, passion and commitment that our amazing team of employees put in day after day in order to make this achievement happen. This is what makes WebTPA a family.

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