HireDiversity

The Customer Care Representative I-III:

• Successfully completed the required basic training, able to perform basic job functions with help from co-workers, specialists and managers on non-basic issues.
• Must pass the appropriate pre-employment test battery.

Primary duties may include, but are not limited to:

• Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
• Analyzes problems and provides information/solutions.
• Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Researches and analyzes data to address operational challenges and customer service issues.
• Provides external and internal customers with requested information.
• Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.
• Uses computerized systems for tracking, information gathering and troubleshooting.
• Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims.
• Seeks, understands and responds to the needs and expectations of internal and external customers.
• Required to meet department goals.

• Requires a HS diploma or GED; up to 1 year of previous experience in an automated customer service environment; or any combination of education and experience, which would provide an equivalent background.
• Call center experience preferred.