Customer Service Representative

As a Customer Service Specialist (CSS), you will be responsible for receiving and responding to inbound customer inquiries, performing outreach to providers and members, providing program support for contract members, and providing technical and administrative support for various contracts, including support of internal applications and tools.
Essential Functions

• Ensures the highest level of customer satisfaction by partnering with team members and program support to meet contract specific service level agreements and successfully performing responsibilities as defined by the assigned contract(s). Customer support may include answering general inquiries, troubleshooting issues, scheduling/rescheduling assessments, and other administrative responsibilities as assigned. May refer more complex calls to appropriate team members.
• Demonstrates professionalism through written and verbal communication with both internal and external customers, using multiple communication methods. Provides general office support. May perform data entry into database within specified timeframes. Prepares and distributes applicable correspondence from multiple sources to external participants following standard operating procedures and quality standards, to meet contract requirements. Listens to concerns, analyzes information, recommends solutions, and confirms customer satisfaction.
• Works as an engaged team member to provide feedback, suggest improvement and work with leadership to achieve company and employee-owner goals.

Requirements

• High school diploma or equivalent
• 1 years' experience working in a customer service or healthcare environment.
• Demonstrated experience working with deadlines and confidential information.
• Excellent verbal and written communication skills and advanced PC skills.
• Proficiency in all Microsoft Office products, especially Outlook and calendar management.
• Ability to triage issues and handle multiple tasks.
• Contact center experience preferred.
• Health care or insurance experience preferred.
• Medical Terminology or experience with coding (ICD/CPT) preferred.
• Bilingual skills preferred.