Client Support Specialist

2 weeks ago

Montgomery, Alabama, United States CAI Full time

Job ID Number

R3423

Employment Type

Full time

Worksite Flexibility

Remote

Position Overview

As a Customer Service Representative, you will support our insurance client by delivering exceptional customer service through both inbound and outbound communications.

Role Responsibilities

We are seeking a dedicated Customer Service Representative. This role is a full-time and remote position on a 6-month contract with potential extensions.

Key Duties Include:

  • Managing outbound and inbound calls, which may involve reviewing benefits and assisting with resource connections.
  • Effectively communicating with clients using open-ended questions to gather necessary information and provide support, referring to Care Coordination when needed.
  • Conducting outreach primarily via telephone to perform screenings and surveys for members who may benefit from Care Coordination services.
  • Utilizing various methods to obtain additional contact information for members to enhance engagement in services.

Qualifications Required

Essential:

  • High school diploma or GED.
  • Proficient computer skills.
  • 1-3+ years of experience in customer service.
  • Comfortable in a high call volume environment (approximately 100 calls daily, split between inbound and outbound).
  • Proactive, self-directed, assertive, and creative in problem-solving.
  • Strong active listening skills with sensitivity towards diverse individuals and situations.
  • Ability to interact successfully with external customers, peers, and management.
  • Effective time management skills with the capability to prioritize and manage multiple tasks simultaneously.
  • Sound judgment and discretion in problem-solving and decision-making.

Preferred Qualifications

  • 1-3 years of experience in screening or surveying.
  • Familiarity with local resources and the Medicaid population is a plus.
  • 1-3 years of call center experience.
  • Previous medical experience is preferred, particularly in outbound member outreach.
  • Experience with pediatric populations.
  • Bilingual candidates are preferred.

Physical Requirements

  • Ability to perform essential job functions in accordance with ADA and other standards.
  • Primarily sedentary work involving sitting or remaining stationary, with occasional movement around the office.
  • Capability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor.

Equal Employment Opportunity Policy Statement

CAI is committed to a policy of equal employment opportunity and does not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or being a protected veteran. This policy applies to all employment actions, including recruitment, hiring, promotion, and termination.

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