Call Center Service Associate

Skills Required:

• 3+ years in a large call center with excellent customer service skills

• Bilingual in Spanish/English is a major plus

• Some experience in a call center or customer service role within the health insurance industry required. 

 Job Summary: 

Provide excellent service to customers through the resolution of basic customer inquiries received by phone or though written correspondence. 

Responsibilities: 

• Receive customer inquiries via phone, fax, mail, e-mail, etc. If necessary, probe for additional helpful information (i.e. member ID, claim number, name, etc.) in order to effectively handle inquiry. 

• Review computer systems and/or other reference materials to complete verification process. 

• Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.). 

• Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process. 

• Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up. 

• Follow up on unresolved issues in a timely manner, escalating call trends to management. 

• Deliver an excellent customer service experience while meeting quality and production standards. 

• Perform other relevant tasks as assigned by management. 

Core Individual Contributor Competencies: 

Personal and professional attributes critical to successful performance for Individual Contributors: 

• Customer Focus 

• Accountable 

• Learn 

• Communicate 

Knowledge: 

• Medical terminology and medical billing coding preferred 

Skills and Abilities: 

• Excellent Customer Service skills including the ability to manage and diffuse irate calls 

• Ability to work in a high pressure, fast pace environment 

• Keyboarding proficiency 

• PC proficiency 

• Strong verbal and written communication 

• Interpersonal skills (i.e. active listening) 

• Investigative and analytical skills 

• Ability to multitask 

• Time management skills 

• Flexibility and adaptability 

• Ability to work effectively within a team environment

 Immediate Interview Process!!