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Customer Service Representative

2 months ago

Brooklyn, New York, United States MetroPlus Health Plan Full time
Job Summary

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
Requirements
  • 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 various healthcare-related areas
  • Poise under pressure when dealing with difficult situations and potentially upset customers
Professional Competencies
  • Integrity and Trust
  • Customer Focus
  • Functional & Technical Skills
  • Written/Oral Communication
  • Ability to work in a fast-paced environment while maintaining attention to detail

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