Customer Service Representative
3 weeks ago
Description:
This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients. 80% quote benefits, eligibility and claim status accurately and timely to all callers 10% document all calls in member notes 5% return voicemail, email and written inquiries • The ability to maintain a courteous and professional demeanor while working under pressure, the ability to work independently and as part of a team, detail oriented, excellent data entry,10 key, bilingual a plus. • Convey a positive image of the company by promptly responding to customer phone inquiries and determining the appropriate actions to resolve issues, gather and provide information, and offer assistance. • Deliver service that meets or exceeds department performance standards for Average Hold Time, Abandonment Rate, Talk Time, Quality, Adherence, and One-touch Resolution. • Utilize multiple company database programs to research and resolve complex issues relating to benefit information, claims adjudication, eligibility verification, prior authorization, and other TPA processes. Use task route function, Quickbase, and other processes & tools as applicable to escalate issues, request follow up action, or obtain assistance from other areas of the organization as necessary. • Educate external customers about Verdegard’s roles and responsibilities. Provide information about benefit benefits, prior authorization requirements, grievance and appeal processes, and other TPA functions as specified by health plan sponsors in online CS Notes. • Follow up with callers as appropriate to ensure customer satisfaction and timely response to requests. Diffuse upset customers by appropriately listening to issues, calming the customer, and providing positive solutions to resolve concerns. • Represent Verdegard in a positive manner by adhering to processes and established procedures and guidelines. Support the department strategy by delivering Customer Service Excellence through telephone courtesy, prompt response to callers, anticipation of customer needs and concerns, solution-oriented problem solving, greetings, and call closing messages.
Skills:
customer service, data entry, retail
Top Skills Details:
customer service,data entry,retail
Additional Skills & Qualifications:
good customer service skills in any setting tenure of one year in recent positions
Experience Level:
Entry Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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