Customer Service Representative

ResponsibilitiesThe Customer Service Representative is responsible for providing excellent customer service by assisting customer and customer families with their inquiries, resolving issues in real time, appropriately documenting interactions, provide timely follow ups and ensuring a positive experience. This role involves handling customer interactions through various channels such as phone, email, text messaging, MyChart, and working collaboratively with center and support departments to address customer needs.Essential Functions and Work ResponsibilitiesFunctional Category: Customer Interaction & Call Resolution. Respond to customer inquiries via phone, email, text messaging, and MyChart in a timely and professional manner. Provide accurate information about PACE and PACE services. Resolve customer complaints, escalating issues to supervisors when necessary. Submit customer grievances when indicated. Engage in every interaction with professionalism and service focus. Represent InnovAge in a positive manner. Identify and troubleshoot customer issues in real time, providing appropriate solutions and alternatives as indicated. Follow up with customers to ensure resolution and satisfaction. Appropriately escalate issues outside of scope. Follow approved scripting and triage protocols. Maintain a thorough understanding of PACE, PACE services and InnovAge to effectively assist and problem solve for customers. Strive to exceed customer expectations in every interaction. Promote a positive company image by delivering exceptional customer service. Assist in developing and implementing customer service procedures and policies.Estimated Percent of time Spent - 50%Functional Category: Collaboration & Documentation. Work closely with center and support departments to effectively solve customer issues. Communicate customer feedback and insights to relevant departments to improve customer experiences. Document all customer interactions, inquiries, complaints, and resolutions accurately in the Electronic Medical Record and/or customer Relations Management System.Estimated Percent of time Spent - 40%Functional Category: Continuous Improvement. Participate in training programs to enhance PACE and InnovAge knowledge and customer service skills. Provide suggestions for improving customer service processes and overall customer experience.Estimated Percent of time Spent - 10%Travel Requirements* No travel required.QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsExcellent communication skills, both verbal and written.Strong problem solving and analytical abilities.Ability to handle challenging interactions with professionalism, patience, and empathy.Proficient in using customer service software and electronic medical records (EMRs).Ability to work both independently and as part of a team.Strong organizational skills and attention to detail.REQUIREDEducation* High school diploma or equivalent is required.Licensure, Certification, Registration or Designation* None required.Work Experience and Qualifications* Minimum of one (1) year of experience in a customer service role is required.* Proven track record of maintaining productivity and availability standards in a remote work environment is requiredPREFERREDEducationAssociate's or Bachelor's degree in related field.Licensure, Certification, Registration or DesignationCustomer service, call center service, or similar certification preferred.Work Experience and QualificationsExperience in a call center environment is a plus.Familiarity with customer relationship management (CRM) software and electronic medical records (EMR) is helpful, experience with Epic EMR is preferred.BenefitsInnovAge is dedicated to empowering seniors to live independently, allowing them to age in their own homes and communities safely. InnovAge offers an alternative to nursing homes through its Program of All-inclusive Care for the Elderly (PACE), which provides enrolled seniors with customized healthcare and social support at PACE Adult Day Health Centers. These centers are staffed by medical professionals who are committed to creating personalized care plans for each participant. At InnovAge, our team members are our greatest asset and have a significant impact on the lives of our participants every day. When you join InnovAge, you'll work alongside talented, respectful, and passionate colleagues within a patient-centered care model.InnovAge is committed to equal opportunity and affirmative action, and we strive to create a diverse and inclusive workplace. We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, pregnancy, or any other protected status. Salaries are determined by various factors such as qualifications, experience, and location, and do not include potential bonuses or benefits. Our extensive benefits package includes medical/dental/vision insurance, short and long-term disability, life insurance and AD&D, supplemental life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays.Applicants are considered until the position is filled.Additional InformationCompensation DisclaimerThe pay may vary depending on job related factors, such as work location, experience, knowledge, skills, education, certifications, training and internal equity. InnovAge offers a comprehensive benefits package, which includes medical, dental, vision, 401(k) plan with company match, short and long-term disability, life insurance, supplemental life insurance, ADD, flexible spending account, paid time off and company paid holidays.Agency DisclaimerInnovAge will not accept unsolicited resumes from search firms for this employment opportunity. Regardless of past practices, all candidates/resumes submitted by search firms to InnovAge by any means without a valid written search agreement in place for that position will be deemed the property of InnovAge and no fee will be paid in the event such candidate is hired by InnovAge.