Healthcare Customer Service Representative - Call Center

Customer Service Representative

Required Education: High school or equivalent

Required Qualifications: Call Center setting, Healthcare office setting, face-to-face customer service. Basic computer skills 1 year in any customer service/healthcare setting. Basic computer skills

Preferred Qualifications: Call Center setting

Responsibilities: Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis) Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed Proactively contact external resources as needed to address caller questions/issues Make outbound calls to resolve caller questions/issues (e.g., to callers, providers, brokers, pharmacies) Drive resolution of caller questions/issues on the first call whenever possible (e.g., first-call resolution, one-and-done) Ensure proper documentation of caller questions/issues (e.g., research conducted, steps required, final resolution) Manage caller conversations appropriately (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate/defuse callers as needed) Maintain ongoing communications with callers during the resolution process to communicate status updates and other required information Maintain focus on caller interactions without being distracted by other factors (e.g., system usage, pop-up alerts, VCC data) Acknowledge and demonstrate empathy/sympathy with callers' life events (e.g., wedding, birth of baby, loss of relative, recent illness)

**Only those lawfully authorized to work in the designated country associated with the position will be considered.**

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**