The Senior Customer Service Representative is responsible for handling all incoming Billing and Eligibility phone calls and for serving as the primary customer interface for departmental inquiries.
Ensures quality customer service for internal and external customers:
Responds to incoming customer service requests, both verbal and written.
Identifies and assesses customers' needs quickly and accurately.
Solves problems systematically, using sound business judgment.
Partners with other billing and eligibility department representatives to resolve complex customer service inquiries.
Monitors delegated customer service issues to ensure timely and accurate resolution.
Applies appropriate communication techniques when responding to customers, particularly in stressful situations.
Informs and educates new customers regarding billing/invoicing set up and billing/payment procedures.
Places outgoing phone calls to complete follow-up on customer service requests as necessary.
Processes member terminations (i.e. phone disenrollment).
Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications. Implements customer service strategies and recommends related improvements/enhancements.
Maintains timely, accurate documentation for all appropriate transactions.
Makes corrections and adjustments.
Consistently meets established productivity, schedule adherence, and quality standards.
Proactively seeks to further develop billing and accounts receivable competencies.
Keeps management abreast of all outstanding issues.
Adapts procedures, processes, and techniques to meet the more complex position requirements.
Participates in load balancing.
Addresses special (ad-hoc) projects as appropriate.
Seeks involvement in continuous quality improvement initiatives.
Ensures quality customer service for internal and external customers.
An education level of at least a high school diploma or GED OR 10 years of equivalent working experience
Authorization to work in the United States
Available to work 35 hours per week anytime within the operating hours of the site
Prior stable work experience
Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
Ability to navigate a computer while on the phone
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
Willing to work and contribute in a team environment.
Ability to execute own assignments under direction of experienced staff.
Ability to balance and prioritize multiple tasks.
Flexible to change.
Responsive to management's requests and suggestion; takes direction.
Develops goals for self and monitors progress.
Seeks assistance as appropriate.
Ability to trouble-shoot problems.
Completes assignments thoroughly, accurately and on time.
Demonstrates the potential for development of strong written and verbal communication skills.
Persists at tasks and maintains high energy level.
Seeks additional job responsibilities.
Demonstrated ability in customer service problem resolution and relationship building.
Demonstrates advanced knowledge of Billing/Finance and Eligibility processes, practices and concepts.
Has firm understanding of the problems and issues of clients and the business environment.
Demonstrates customer education and negotiation skills.
Basic knowledge of managed care industry preferred.
Demonstrates basic analytical skills.
Orientation towards team environment.
Physical Requirements and Work Environment:
Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity
We are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.
Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.
Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V