Customer Service Representative (Remote)

Customer Service Representative (Remote)

About the job

Description

Customer Service Representative (Remote)

• Are you an experienced Customer Service Representative looking for a new challenge?
• Do you value care management and quality improvement?
• Are you motivated, energetic, and excited to become part of the Arsenault team?

Who We Need

The Customer Service Representative is responsible for supporting the prior authorization process by answering incoming telephone calls, resolving customer questions, complaints and requests while adhering to internal policies and procedures and utilizing working knowledge of the organizations services to meet productivity and quality standards.

Why us?

Arsenault is a rapidly growing national quality improvement and care management organization. We work to ensure that over 20 million people receive the right care, at the right time, in the right setting.

People Focused. Mission Driven.

Shape the future of healthcare with us. We are mission driven to improve lives through healthcare quality and clinical expertise.

We do this through our people.

At Arsenault, you can do meaningful work that makes a real difference for the lives of individuals across the country. We are an organization that cares deeply about our employees and we provide the training and support to do the best work of your career.

Benefits are a key component of your rewards package at Arsenault. These benefits are designed to provide you and your family additional protection, security, and support for both your career and your life away from work. They are comprehensive and fit a variety of needs and situations. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts and more.

What Youll Do

• Develops and maintains working knowledge of internal policies, procedures and services (both departmental and operational).
• Utilizes automated systems to log and retrieve information. Performs accurate and timely data entry of electronic faxes.
• Receives inquiries from customers or providers by telephone, email, fax, or mail and communicates response within required turnaround times.
• Responds to telephone inquiries and complaints in a prompt, accurate, and courteous manner following standard operating procedures.
• Interacts with hospitals, physicians, beneficiaries, or other program recipients.
• Investigates and resolves or reports customer problems. Identifies and escalates difficult situations to the appropriate party.
• Meets or exceeds standards for call volume and service level per department guidelines.
• Initiates files by collecting and entering demographic, provider and procedure information into the system.
• Serves as liaison between the Review Supervisors and external providers.
• Maintains logs and documents disposition of incoming and outgoing calls.

What Youll Need

Required Qualifications

• High School diploma or equivalent.
• Medical terminology course(s) helpful.

Knowledge, Skills, Abilities

• Knowledge of:
• Medical terminology
• Health insurance industry
• Ability to:
• Speak English fluently enough to be clearly understood over the telephone.
• Use phone system effectively.
• Research and investigate.
• Follow confidentiality policies and procedures.
• Navigate and use electronic equipment and systems easily and proficiently.
• Multitask on a personal computer while conducting telephone conversations.
• Work in a fast-paced call center environment
• Remain calm and courteous when handling difficult calls and request
• Skills:
• Bilingual Spanish-English a plus.
• Effective verbal and listening skills to provide courteous and professional customer service.
• Effective PC skills including, electronic mail, intranet and industry standard applications.

Experience

• 2+ years customer service/telephone experience in a similar call center environment and/or industry.

Arsenault is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.