Job description
Job Summary:
The Outbound Customer Care Specialist I contacts and assists members with routine and non-routine outreach campaigns.
Essential Functions:
- Utilize technology to efficiently contact members and providers to ensure proper quality of care be provided to members
- Meet and exceed departmental production metric targets with regard to dials, right party contacts and quality standards
- Follow all applicable Telephone Consumer Protection Act and FCC regulations.
- Ensure all HIPAA and State requirements/regulations are adhered to at all times, in existing and future lines of business
- Research, follow up, and resolve all open/pending issues in a timely manner to ensure member satisfaction
- Build and strengthen member relationships by providing quality customer service
- Maintain knowledge and understanding of all processes and procedures
- Adhere to all departmental and company policies and procedures
- Maintain complete and accurate documentation of all of telephone and written communications
- Act as a mentor to new hire employees
- Screen members to determine Case Management needs, and refer when appropriate
- Appropriately route calls to support departments including Pharmacy, and Triage, for proper/expedited resolution
- Assist with non-phone work such as incoming faxes and web inquires
- Perform any other job related instructions, as requested
Education and Experience:
- High School Diploma or equivalent is required
- Two (2) years customer service experience is preferred
- Customer Service experience in a call center is preferred
Competencies, Knowledge and Skills:
- Computer proficiency with knowledge and experience in a Windows environment
- Typing speed of 35 words per minute (WPM)
- Strong written and communication skills
- Professional phone etiquette
- Proper use of grammar
- Ability to work in a fast paced environment
- Adaptable to a constantly changing environment
- Attention to detail
- Ability to multitask
- Ability to work independently and with a team
- Critical thinking and listening skills
- Decision making and problem solving skills
Licensure and Certification:
- None
Working Conditions:
- General office environment; may be required to sit or stand for extended periods of time
- Must adhere to an assigned daily work schedule and have predictable and reliable attendance
Organization Level Competencies
-
Leveraging Feedback
-
Customer Orientation
-
Valuing Differences
-
Managing Work
-
Earning Trust
-
Quality Orientation
-
Adaptability
-
Influencing
-
Collaborating
This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer, including disability and veteran status. We are committed to a diverse and inclusive work environment.
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