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Customer Care Specialist

2 months ago

Carrollton, Texas, United States Mphasis Full time

Client Service Associate

Overview:

The Client Service Associate plays a vital role in addressing inquiries and providing support to our network of providers. This position requires delivering prompt and precise information in a courteous and professional manner, adhering to established protocols and guidelines. Additionally, the role involves assisting with various internal responsibilities to maintain a high standard of client satisfaction.

Key Responsibilities:

  • Achieving individual and team performance metrics.
  • Handling incoming calls and emails daily; Managing inquiries related to Medicare/Pace efficiently.
  • Completing assigned tasks while effectively organizing and prioritizing workload.
  • Participating in ongoing training and educational opportunities as needed.
  • Delivering outstanding customer service through phone and email, addressing inquiries related to claims, billing, plan details, account modifications, and services.

Additional Responsibilities:

  • Supporting special projects as required.
  • Communicating clearly and effectively, with an understanding of the needs of others.
  • Upholding the confidentiality of all company processes, results, and information pertaining to participants, clients, providers, and employees.
  • Exhibiting courteous, helpful, and professional behavior; demonstrating a willingness to respond warmly and considerately to all customer groups. Consistently collaborating and aiding the organization in resolving issues.
  • Building and maintaining effective working relationships with colleagues.
  • Adhering to all company policies and procedures, including HIPAA regulations.
  • Engaging in any recommended or mandatory training sessions.
  • Ensuring a safe working environment.

Qualifications:

  • High School Diploma or equivalent is required.
  • Experience in health plan management operations is preferred.
  • Basic understanding of medical terminology is advantageous.
  • Proficient in current computer technologies.
  • Extensive experience with Excel and Word is essential.
  • Adept at establishing and maintaining effective working relationships with clients and staff at all levels.
  • Skilled in problem-solving; able to propose enhancements to improve accuracy and efficiency.
  • Capable of working independently with minimal supervision.
  • Effective verbal and written communication skills.
  • Strong prioritization and multitasking abilities.

Physical Requirements:

  • Communicating via telephone with providers, participants, customers, and vendors; a significant portion of the workday involves phone communication.
  • Operating a computer and other office equipment, such as calculators, copiers, fax machines, and printers.
  • Remaining stationary for extended periods.
  • Visual acuity for tasks such as identifying, inputting, and analyzing data on a computer or in hard copy.
  • Occasional reaching for items on shelves.
  • Occasional bending or stooping.

Minimum Qualifications:

  • At least 1 year of experience in a call center environment.
  • Equipment will be provided after onboarding is completed.
  • Candidates will use their own equipment for the initial training period.