Job description
Summary of Job: To provide high quality service to ConnectiCare members, acting as a customer advocate in providing high quality, accurate, concise, proficient and professional assistance.
Responsibilities:
- Receives and responds to inquiries/issues from members, regarding benefits, coverage, payment, coding and health service policies and procedures.
- Simultaneously log all inquiries in call tracking system accurately with content and description of question/issue and resolution.
- Collaborates with all departments throughout the organization to identify issues or areas of concern for members.
- Researches and analyzes recurring trends, problems and complaints to determine root cause; recommends solutions and/or resolutions.
- Provides instruction/education to members, ConnectiCare Policies and Procedures.
- Follows through with callers when inquiries/issues cannot be resolved on first contact.
- Displays a positive attitude and embraces our call center vision to be member focused.
- Performs other related projects and duties as assigned.
Qualifications:
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Post High School education/training or equivalent combination of education and experience
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At least 2 year’s of previous customer service experience, highly desired in a medical environment or call center environment
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Knowledge medical terminology and coding strongly preferred
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Excellent oral, written and interpersonal communication skills required
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Previous system user experience in a fast paced highly automated environment required
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Strong PC skills required
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Demonstrated organizational and problem solving skills
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Excellent telephone manner; ability to handle high call volumes efficiently and courteously
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Ability to perform in office environment with extended periods of sitting, using telephone, viewing computer screens, standing, reaching, lifting files, binders, computer reports
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Bi-lingual Spanish speaking preferred
Essential Job Requirements:
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Primarily sedentary
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Must be able to use standard office equipment.
Additional Information
- Job Type: Standard
- Schedule: Full-time
- Employee Status: Regular
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