Customer Service Representative II
3 weeks ago
We are seeking a highly skilled Customer Service Representative II to join our team at MetroPlus Health Plan. As a key member of our Call Center, you will be responsible for providing exceptional service to our customers, addressing their inquiries, and resolving their issues in a timely and professional manner.
Key Responsibilities- Respond to customer inquiries and resolve issues via phone, email, or in-person
- Document all customer interactions in our tracking system
- Assist management staff with special projects and initiatives
- Provide on-site and telephone orientations to new and existing members
- Utilize computer-based resources to find answers to customer questions
- Research and respond accurately to customer inquiries related to eligibility, benefits, services, claims, and authorizations
- Classify and record all customer encounters clearly and concisely
- Identify and escalate complex issues and provide follow-up/closure
- Process requests for member materials, such as ID cards, member guides, and provider directories
- Handle enrollment inquiries and generate sales leads
- Handle disenrollment requests and proactively conduct retention efforts
- Perform outreach related to New Member Orientation and PCP Term/Resign projects
- Process premium payments
- Perform other duties and special projects as assigned by the Director of Customer Services
- High School graduation or evidence of having satisfactorily passed a High School Equivalency Program
- 3 years of experience in a call center environment handling high volumes of 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
- Integrity and Trust
- Customer Focus
- Functional & Technical Skills
- Written/Oral Communication
- Ability to work in a fast-paced environment while maintaining a high attention to detail
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