Customer Service Representative

2 weeks ago

Birmingham, Alabama, United States Guidehouse Full time
Job Title: Customer Service Representative

Guidehouse is seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, resolving issues, and ensuring a positive experience for our customers.

Responsibilities:
  • Answer inbound customer service calls and make outbound follow-up calls in a professional and patient manner.
  • Ascertain the reason for the call and assist the caller with their questions, concerns, or problems.
  • Facilitate resolution by referring the matter to the issue/content expert.
  • Escalate the matter to a supervisor, request the appropriate information, or take appropriate action to resolve the issue.
  • Communicate with other organizational departments to ensure proper handling of patient accounts.
  • Perform a variety of duties, often changing from one task to another of a different nature, without loss of efficiency or composure.
Qualifications:
  • High School Diploma or equivalent.
  • 2 years of customer service experience.
  • Exceptional customer service skills, including effective and efficient problem-solving and analyzing skills.
  • Professional and calming tone of voice with complete command of the English language.
  • Ability to facilitate conversations with others and establish an understanding of the customer's issue or reason for contact.
  • Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem-solving techniques.
  • Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
  • Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities.
  • Ability to interpret and apply reimbursement aspects of managed healthcare contracts.
  • Attentive listening skills.
  • Ability to clearly articulate a response to the customer using appropriate voice modulation.
  • Bilingual (English/Spanish) preferred.
  • 1-3 years of related or general knowledge of payor-specific or medical specialty billing.
  • Dialer experience preferred.
Additional Requirements:
  • The successful candidate must not be subject to employment restrictions from a former employer that would prevent the candidate from performing the job responsibilities as described.
  • Due to our contractual requirements, to be eligible for this role, you must be fully COVID-19 vaccinated at time of hire.
About Guidehouse:

Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

***Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.***

Rewards and Benefits:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Position may be eligible for a discretionary variable incentive bonus.

Medical, Rx, Dental & Vision Insurance.

Personal and Family Sick Time & Company Paid Holidays.

Parental Leave and Adoption Assistance.

401(k) Retirement Plan.

Basic Life Voluntary Life Insurance.

Health Savings Account, Healthcare, Dental/Vision & Dependent Care Flexible Spending Accounts.

Short-Term & Long-Term Disability.

Tuition Reimbursement, Personal Development & Learning Opportunities.

Skills Development & Certifications.

Employee Referral Program.

Corporate Sponsored Events & Community Outreach.

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