United Service Agent (Customer Service Representative)
Inbound service calls from members and/or providers with questions related to, but not limited to, health benefits, eligibility status/issues, claims inquiries, requests for member materials, primary care physician changes, prescription coverage, prescription benefits, and ID cards.
Provide objective information pertaining to coverage, annual notice of change, pharmacy/network coverage, and drug formularies
Ensures proactive customer service with the highest degree of courtesy and telephone etiquette
Performs other duties and tasks as assigned
Minimum Requirements
A background in customer service in a call center is required strong customer service skills.
Internal candidates must have met their program’s quality and compliance goals consistently for the past 3 months
Exceptional written and verbal communication skills
Internal Candidates must be in current position for 6 months with good attendance
Must be in good standing (no current disciplinary action or performance improvement plan, based on program specific processes)
Experience using Internet, Windows applications (Word, Excel) and eMailservices (Outlook)
Excellent verbal communication skills (vocabulary and articulation)
Ability to express assurance/confidence and empathy.
Ability to not only understand complex Medicare programs, but to be able to explain/articulate these programs to callers in ways that are clear, correct and objective
Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
Ability to remain focused and productive each day though tasks may be repetitive
“Our vision is to be seen as world class in the eyes of our clients by providing superior service through integrated outsourcing solutions.” – Jack LeFort, Founder and CEO
Connextions - 4 months ago
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