eService Call Center Asscociate

divh2eService Call Center Associate/h2pA Few Words About Us Integrated Resources, Inc is a premier staffing firm recognized as one of the tri-states most well-respected professional specialty firms. IRI has built its reputation on excellent service and integrity since its inception in 1996. Our mission centers on delivering only the best quality talent, the first time and every time. We provide quality resources in four specialty areas: Information Technology (IT), Clinical Research, Rehabilitation Therapy and Nursing./ppThis is Direct Hire with our Client/ph2Job Description/h2pSkills Required:/pulli3+ years in a large call center with excellent customer service skills/liliBilingual in Spanish/English is a major plus/liliSome experience in a call center or customer service role within the health insurance industry required./li/ulpJob Summary: Provide excellent service to customers through the resolution of basic customer inquiries received by phone or though written correspondence./ppResponsibilities:/pulliReceive customer inquiries via phone, fax, mail, e-mail, etc. If necessary, probe for additional helpful information (i.e. member ID, claim number, name, etc.) in order to effectively handle inquiry./liliReview computer systems and/or other reference materials to complete verification process./liliInitiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.)./liliUtilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process./liliAccurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up./liliFollow up on unresolved issues in a timely manner, escalating call trends to management./liliDeliver an excellent customer service experience while meeting quality and production standards./liliPerform other relevant tasks as assigned by management. Core Individual Contributor Competencies: Personal and professional attributes critical to successful performance for Individual/liliContributors: Customer Focus, Accountable, Learn, Communicate/li/ulh2Qualifications/h2pEducation/Experience:/pulliHigh school degree or equivalent required. Some college preferred./liliSome experience in a call center or customer service role within the health insurance industry required./li/ulpKnowledge:/pulliMedical terminology and medical billing coding preferred/liliSkills and Abilities: Excellent Customer Service skills including the ability to manage and diffuse irate calls/liliAbility to work in a high pressure, fast pace environment/liliKeyboarding proficiency/liliPC proficiency/liliStrong verbal and written communication/liliInterpersonal skills (i.e. active listening)/liliInvestigative and analytical skills/liliAbility to multitask/liliTime management skills/liliFlexibility and adaptability/liliAbility to work effectively within a team environment/li/ul/div