Customer Service Representative
Independent Health - Buffalo, NY

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**Please note: This position is with Nova, a division of Independent Health Corporation (a subsidiary of Independent Health).**

The Customer Service Representative (CSR) is a customer service professional who displays confidence, a passion for service, and practices empathetic listening towards all Nova customers. The CSR functions as an advocate for all customers and resolves all inquiries (i.e. phone, mail, fax and email.) The CSR will utilize system tools and resources to address and resolve inquiries; provide benefit clarification and eligibility; communicate claim and reimbursement information, facilitate proper utilization of policies and procedures, coordinate resolution to streamline processes; make demographic changes; and educate customers on regulatory policies and procedures.


  • Bachelor’s degree in business-related field w/experience in member or provider focused environment or Associates degree w/two (2) years experience in a member/provider focused environment or High school diploma/GED w/four years experience in a member/provider focused environment may be accepted in lieu of degree requirement.

  • Minimum of two years of CSR experience with the ability to handle customer escalations with minimal assistance.

  • Must complete training on high deductible health plans, all Self-funded products (medical, dental and vision), Pharmacy Benefit Dimensions (PBM), Health Reimbursement and Health Savings Accounts.

  • Claims experience and/or medical billing experience preferred.

  • Knowledge of CPT codes, ICD-9 coding and medical terminology preferred.

  • Demonstrated ability to effectively communicate with internal and external customers. Excellent written/verbal communication skills, excellent customer service skills.

  • Experiences handling high volume inbound and outbound phone calls preferred.

  • Demonstrated ability to listen with intent to understand.

  • Demonstrated proficiency to verbally translate written communication.

  • Demonstrated proficiency in problem solving and proven ability to prioritize accordingly.

  • PC and Windows experience with proficient typing skills and ability to utilize multiple system tools simultaneously. Typing 35-40 words a minute required.

  • Strong organizational/time management skills.

  • Ability to assume responsibility and maintain confidentiality. Strong sense of accountability is required. Must be able to work collaboratively. Flexibility to work additional hours as required by department. Flexibility in shift assignment required.

  • Understands the importance of maintaining the physical and technical security and privacy of protected health information (PHI).

  • Independent Health is an equal opportunity employer.

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