Responsible for overseeing all first-response customer service representative duties to FCH AS callers and client companies - taking phone calls, responding to email requests, facilitating referrals for assessment as well as work/life consultation, follow up with client companies in regard to EAP materials, etc. Provide these services as backup to Customer Service staff. Provide administrative, clerical and production support to FCH AS Customer Service staff members and Account Executives. Position also supports FCH AS staff members and FCH departments in accomplishing EAP/MAP/PAP and company-wide projects and goals.
Supervises 8AM to 5PM (Monday through Friday) frontline multi-line telephone-based, first-responder customer service: receive client information, contact providers, triage calls as necessary and route to the apropriate FCH AS staff members.
Works with Customer Service Representatives by taking any calls that need to be escalated due to client dissatisfaction; ensuring that clients ultimately get an accurate explanation, and/or leave our service as favorably as possible following a dispute.
Accurately and consistenly inputs client and provider information into the FCH AS case and expense management software program.
Coordinates EAP/MAP/PAP referrals, intake, and routing of applicable managed mental health/CD care requests to FCH BCC.
Ability to effectively receive and respond to 50 or more phone calls and client email requests per day; responding to phone calls within one to two rings and to emails within 15 minutes of receipt.
Works with the Director of EAP Services to ensure compliance of departmental standards; reports quality measures; actively participates in action planning.
Works with appropriate department staff to implement, monitor, and problem-solve operational issues.
Responsible for incoming "case-box" delivered to us by our Work/Life vendor's after-hours service. Divides incoming reports up amongst staff members as appropriate several times each day.
When necessary, travels to client companies to provide attendance at benefit fairs, as well as providing employee orientation.
Responsible for interfacing with vendors in relation to problems with services that may be encountered internally, or during service delivery for our clients.
Performs quality monitoring checklists that score each Customer Service Representative's adherence to several key indicators set by supervisor that measure quality of CSRs calls.
Compiles FCH AS marketing and promotional materals for use by client companies and promoting the EAP/MAP/PAP to new groups.
Collects, organizes and ships FCH AS marketing and promotional materials to client companies, brokers and end users, including newsletters.
Supports FCH AS clinical, management, administrative and customer service staff as needed in achieving goals and timelines. Ability to take ownership of FCH AS needs as they emerge throughout the business day.
Other duties as assigned.
AA degree, or high School diploma or equivalent. Bachelor's degree preferred but experience accepted in lieu of degree.
Two years Customer Service Representative experience preferably in an EAP or healthcare setting (or similar), with high-volume and multi-tasking responsibilities.
Two years supervisory experience preferred.
Strong verbal, written, and interpersonal skills. Above average spelling ability and the ability to accurately input EAP data and client healthcare information.
Advanced computer skills and knowledge. Competence in MS Word, Excel, and ability to learn new software applications.
Ability to work independently and as part of a team. Ability to understand the dynamic environment, quality-focused, customer service driven nature of EAP.
Ability to organize, prioritize work and meet deadlines.
Professional level of presentation and supervision skills as well as written communication skills.
Initiative, consistency in work performance and entrepreneurial enthusiasm in a dynamic work setting.
Demonstrable problem-solving skills.
Must have and maintain a valid Washington state driver's license.
Please submit your resume to firstname.lastname@example.org .
Additional information about our company may be found on our website
First Choice Health Network - 2 years ago
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