Customer Support Representative

4 weeks ago

Carrollton, United States Mphasis Digital Risk Full time
_*This position is 100% on-site at our Carrollton, Tx office.*_

_*Minimum Requirements:*_

Minimum 1 year call center experience

Drug Screening Required

Onboarding documents must be completed within 2 business days of accepting the offer of employment.

*Training Schedule:* 3 Weeks, Monday-Friday, 8:00AM – 4:30PM CST.

*Attendance is mandatory for the full duration of training*.

*After Training Schedule:* 40 hours per week, 8-hour shifts, Monday-Friday between 7:00am- 6:00pm CST.

Equipment will be provided after Onboarding is complete. Candidates will utilize their own equipment for the first 3 days of training.

*Job Description: Customer Support Representative*

*Summary: *The Customer Support Representative is responsible for answering calls and emails from our provider network. The Customer Support Representative will provide timely and accurate responses in a professional and courteous manner utilizing defined processes and guidelines. This position also assists with various internal tasks that ensure a high level of overall client satisfaction.

*Essential Functions:*

*Representative*
* Meeting individual and team (KPIs).
* Answering calls and emails daily; Handling Medicare/Pace calls in a timely manner
* Complete the volume of work assigned with the ability to organize and prioritize work.
* Attends continuing education seminars/training, as requested
* Provide exceptional customer service via phone and email, resolving customer inquiries regarding claims, billing, plan information, account changes, and services.

*Additional Functions:*

Assists with special projects, as requested

Communicates clearly and concisely, with sensitivity to the needs of others

Maintains the confidentiality of all company procedures, results, and information about participants, clients, providers and employees

Maintains courteous, helpful and professional behavior on the job; displays a willingness and ability to be responsive in a warm and caring manner to all customer groups. Consistently cooperates and supports organization in problem solving issue

Establishes and maintains effective working relationships with co-workers

Follows all Policies and Procedures and HIPAA regulations

Participates in any recommended or required training sessions

Maintains a safe working environment

*FLSA Status: *Non-Exempt

*Supervisory Responsibility: *None

*Knowledge, Skills and Abilities:*

Educational requirements include a High School Diploma or equivalent.

Exposure to health plan management operations is preferred

General knowledge of medical terminology preferred

Knowledge and experience using current computer technology

Current working knowledge and extensive use of Excel and Word.

Skilled in establishing and maintaining effective working relationships with clients, and staff at all levels

Skilled in problem resolution; recommends suggestions to increase accuracy and/or efficiency

Ability to work independently with minimal supervision

Ability to communicate professionally, clearly and effectively, verbally and in writing

Ability to prioritize effectively

Ability to multitask

*Physical Demands & Requirements*:

Communicates by way of the telephone with providers, participants, customers, and vendors; majority of the workday is spent communicating on the telephone

Operates a computer and other office productivity machinery, such as a calculator, copy machine, fax machine and office printer

Remains stationary for extended periods of time

Visual acuity to perform activities such as identifying, inputting and analyzing data on a computer terminal and/or in hard copy

Occasional reaching to retrieve shelved items

Occasional bending/stooping

Job Type: Full-time

Pay: $21.00 per hour

Benefits:
* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Shift:
* 8 hour shift

Application Question(s):
* What is your contact information? Email address and phone number.

Education:
* High school or equivalent (Required)

Experience:
* Call center: 1 year (Required)

Ability to Commute:
* Carrollton, TX 75007 (Required)

Work Location: In person

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