Customer Care Representative I
On-siteMiami, Florida, United States or Atlanta, Georgia, United States
Job Summary
Respond to internal and external customer questions regarding insurance benefits, provider contracts, eligibility, and claims via telephone and written correspondence. Analyze problems to provide solutions, operate PC/image stations to extract data, and document inquiry outcomes for tracking. Research and analyze data to address operational challenges while developing positive customer relations. Manage routine follow-up calls and emails under supervision, utilizing computerized systems for tracking and troubleshooting. Multi-task to handle calls, texts, and electronic queues while maintaining focus during extended periods.
Required Qualifications
- HS diploma or equivalent
- previous experience in an automated customer service environment
- any combination of education and experience which would provide an equivalent background
- Must pass the appropriate pre-employment test battery
- Must be able to work virtually full-time, except for required in-person training sessions
- Must be able to perform basic job functions with help from co-workers, specialists and managers on non-basic issues
- Must be available for shift hours 11:30 AM to 8 PM Eastern
- Must be able to work from the office as necessary
- Must be vaccinated against COVID-19 and Influenza
- Must be able to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers
- Must have strong oral, written and interpersonal communication skills
- Must have problem-solving skills
- Must have facilitation skills
- Must have analytical skills
- Must be attentive to details
- Must be a critical thinker
- Must be a problem-solver
- Must demonstrate empathy and persistence to resolve caller issues completely
- Must have comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts
- Must be able to maintain focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment
Desired Qualifications
- Call center experience
- Experience working in a healthcare environment
- For URAC accredited areas, the following professional competencies apply: strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills
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