Customer Service Representative I

1 month ago

Sens, Bourgogne-Franche-Comté, United States Zenith American Full time
Job Summary

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative I. In this role, you will provide exceptional service to our customers, resolving their inquiries and concerns in a timely and professional manner.

Key Responsibilities
  • Provide customer service to our clients, responding to their inquiries and resolving their concerns in a timely and professional manner.
  • Interact with customers and other departments to investigate, resolve, and provide information in response to inquiries about claims, benefits, eligibility, and complaints.
  • Quote and explain benefits regarding plan coverage, assist customers with problems and questions regarding claims, and handle escalated customer concerns and complaints.
  • Answer phones and handle walk-ins, document interactions with customers into ZAS's Encounter Tracking/Database System, and move between phone and front desk support as required by daily departmental needs.
  • Identify potential problems, patterns, and solutions, and escalate for management review.
  • Cross-trained on multiple ZAS accounts and must meet the department's quality and production standards for this job.
Requirements
  • High school diploma or equivalent required; minimum 1 year experience in customer service or related work experience preferred.
  • Claims processing knowledge helpful; healthcare background preferred; bilingual preferred.
  • Must be PC literate, with basic knowledge of Microsoft Excel and Word, and working knowledge of HCFA, CPT, ICD9, HCPCS, and other medical coding protocols.
  • Data entry and 10-key proficient, with typing speed of 35-40 WPM.
  • Proficient in ZAS operating systems.
Competencies
  • Quality Focus: looks for opportunities to provide the highest quality service, maintains appropriate documentation, and works with other employees/departments to ensure timely and quality service.
  • Analysis: strong analytical/problem-solving skills, strong research skills, and mathematical proficiency required.
  • Planning: solid organizational skills, ability to prioritize and multi-task.
  • Communication: solid written and verbal skills, listens actively and communicates effectively with participants, co-workers, clients, employers, and vendors.
  • Interpersonal Relations: assists participants, co-workers, clients, employers, and vendors in a friendly, courteous, and professional manner, uses courtesy in communication and working with others, works with other employees/departments to ensure timely and quality service, and patience and rapport with others required.
  • Teamwork: works well in a team environment with minimal supervision, contributes to team tactics to meet defined goals, supports a work environment that is conducive to team productivity, accepts team decisions, and works toward implementation.
  • Positive Attitude: highly motivated, demonstrates flexibility and resilience when faced with multiple demands and shifting priorities.
  • Integrity: approaches all business decisions and actions guided by sound personal and professional beliefs, high level of credibility and confidentiality, earns trust by dealing honestly and following through on commitments.

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