Associate Customer Communication Specialist- Freehold NJ Job
Coventry Health Care - Freehold, NJ

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Description:

GENERAL SUMMARY

Responsible for developing and enhancing customer relationships by responding to customer inquiries and resolving customer concerns within a Contact Center team to meet or exceed customer service requirements.

ESSENTIAL RESPONSIBILITIES
  • Interfaces with customers via telephone, written correspondence, fax, web, and/or electronic mail to respond to routine inquiries and resolve concerns.

  • Researches customer information by effectively using the "Essentials" on-line resource library and Customer Service Console in response to inquiries including, but not limited to, authorizations, payments, denials, coordination of benefits, and eligibility.

  • Investigates, analyzes, and resolves outstanding issues to achieve customer satisfaction; takes responsibility for following through and bringing outstanding issues to closure. Completes limited transactions including simple adjustments.

  • Maintains complete and accurate documentation of all customer interactions.

  • Demonstrates a basic understanding of all products.

  • Demonstrates responsiveness and a sense of urgency when dealing with customers.

  • Maintains production and phone quality standard.

  • Proactively takes responsibility for own self-development.

  • Demonstrates professionalism and presents a positive image of the company when interacting with customers.

  • Supports individual and team goals and initiatives; accepts ownership for individual results.

  • Performs other duties as required.

    Qualifications:

    JOB SPECIFICATIONS
    • High school degree or equivalent.

    • Able to effectively handle multiple tasks.

    • Demonstrates effective keyboard skills; able to navigate within a computer/systems-dependent environment without assistance; experience in a windows-based computer environment preferred.

    • Effective verbal and written communication skills.

    • Displays a positive, confident attitude.

    • Able to absorb and apply new and changing information.

    • Able to quickly think on one's feet.

    • Highly self-motivated and accountable.

    • Able to manage personal stress; can remain calm and controlled in stressful, unexpected situations.

    • Analytical and problem solving skills.

    • Strong listening and interpersonal skills; skilled at developing and maintaining effective working relationships.

    • Responds positively to goal-setting and performance measurement.

    • Demonstrates organizational skills.

    • Able to sit for long periods of time.

    • Able to maintain regular and consistent attendance in accordance with company and departmental policies and procedures.

      Coventry Health Care is an Affirmative Action/Equal Opportunity Employer, and we are committed to building a talented and diverse team.

      Job: Administrative Support Workers
      Primary Location: Freehold, NJ, US
      Organization: 43000 - CHC Workers Compensation
      Schedule: Full-time
      Job Posting: 2013-02-08 00:00:00.0
      Job ID: 1310530

    Coventry Health Care - 19 months ago - save job - - block
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About this company
341 reviews
In May of 2013, Coventry became a part of Aetna. We are excited to join together with common values and a common mission: empowering people...