Customer Service Representative
1 week ago
MetroPlus Health Plan is seeking a skilled Call Center Representative II to provide exceptional customer service to our members. As a key member of our team, you will be responsible for handling high-volume calls, resolving issues, and providing support to our members and providers.
Key Responsibilities- Document all customer contacts and update tracking systems
- Process complaints and escalate complex issues
- Provide on-site and telephone orientations to new and existing members
- Strive for first call resolution and resolve member and provider issues
- Utilize computer-based resources to find answers to customer questions
- Research and respond accurately to customer inquiries
- Classify and record customer encounters clearly and concisely
- Identify and escalate complex issues and provide follow-up/closure
- Assist members with PCP selection and locate providers and vendors within our network
- Verify and update member demographic information
- Process requests for member materials and handle enrollment inquiries
- Perform outreach related to New Member Orientation and PCP Term/Resign projects
- Process premium payments
- High School graduation or equivalent
- 3 years of experience in a call center environment handling high-volume calls
- Proven experience in providing excellent service to customers in healthcare-related areas
- Poise under pressure when dealing with difficult situations and upset customers
- Integrity and Trust
- Customer Focus
- Functional & Technical Skills
- Written/Oral Communication
- Ability to work in a fast-paced environment while maintaining attention to detail
#LI-Hybrid
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