Under the direction of the Supervisor, will represent the Corporation by responding to all inquiries posed by our customers and/or account representatives and agents, who contact the Corporation to seek information, discuss problems, or air complaints. Will represent the Corporation with serious and committed dedication to customer service in all Customer Service applications, including telephone, interviewing and correspondence. As a highly visible representative for the Corporation, is accountable for the image projected to our customers and ultimately for the Corporate reputation.
In accordance with Corporate objectives and established departmental policies, procedures and guidelines, the incumbent must be knowledgeable in all aspects of Customer Service, including PC Network application, benefit interpretation, enrollment regulations, processing procedures, sales support to agents and customer relations skills and apply in a competent, confident manner.
As directed by LTC management and in accordance with the standards/goals established, completion of various Customer Service outreach programs such as the Lapse Prevention Program, will respond to customer inquiries by telephone, correspondence or personal interview as required relative to such matters as information requests, problems and complaints within the confines of claims, contracts, benefits, membership, billing and enrollment regulations.
Must be able to consistently exceed all acceptable productivity levels of Customer Service while maintaining high quality responses.
Will strive to meet and maintain the goals set forth by LTC call standards.
For inquiries not resolved on first contact, will initiate the required research request and respond to the customer by phone or written correspondence in a timely fashion.
May act as a resource in answering complex inquiries for Customer Service representatives.
Will resolve all complaints from our customers with efficiency and professionalism.
Will properly document, code and enter each inquiry into the Call and Interview file via PC, for subsequent use as a management tool for inquiry analysis.
Will select appropriate brochures, forms and contracts for mailing as requested by customers.
Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values and adhering to the Corporate Code of Conduct.
Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
Regular and reliable attendance is required
Equivalent to high school education; additional education to the bachelors level in Liberal Arts, Business Administration or similar discipline desirable. Must be able to comprehend, assimilate and apply detailed benefit (all active policies) and procedural information pertaining to all aspects of the Corporations with confidence and clarity. Must be able to handle confidential information with discretion, retain composure under pressure and reflect a pleasant, courteous telephone manner. Must be capable of independent thought and self-direction. Must reflect the goals and ideology of the Corporation. Must secure a New York State Accident and Health Insurance agent license, within three months from the date of completion of training session. This requirement is mandatory.
In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.
Equal Opportunity Employer
Excellus BlueCross BlueShield - 18 months ago