Customer Service Representative I

Customer Service Representative I

Irvine, CA 92618

Job Description

Johnson Service Group (JSG) is seeking Customer Service Representatives- Call Center. Must live in Pacific, Mountain or Central time zone. Schedule: Monday- Friday 9:00am-5:30 pm (Remote) Hourly Rate: $18.57

Qualifications:

• High School diploma or GED and/or one to three years of experience in customer service within a call center environment, preferred.
• Knowledge of Health Benefits and eligibility preferred.
• Good communication and telephone skills with a very clear and concise speaking voice.
• Proficient written communication skills with the ability to learn new software and navigate multiple systems at once.
• Moderate keyboarding skills including proficiency with database management.
• Ability to adapt to a constantly changing environment.
• Proficient organizational and time management skills.
• Fluent in English (oral and written) required. Bilingual in Spanish preferred.
• Internet access provided by a cable or fiber provider with 40 MB download and 20MB upload speeds.
• Home router with wired Ethernet (wireless connections and hotspots are not permitted).
• A designated room for your office or steps taken to protect company information (e.g., facing computer towards wall, etc.)

Duties And Responsibilities:

• Customer Advocate: Respond to general customer questions via telephone, e-mail, and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims in a confidential, professional, and ethical manner.
• Analyze problems and provide information/solutions.
• Research and resolve aged Customer Service open calls within company standards.
• Operate in the Health Care Processing System (HCPS), Imaging systems, and all systems necessary to obtain and extract information.
• Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Be accountable, when you uncover an issue or trend, for actually helping, assess and report what is happening in terms of impact, making improvements, and course correcting along the way.
• Call Center Support: Document information, activities, and changes in the database and inquiry outcomes for accurate tracking and analysis.
• Research and analyze data to address operational challenges and customer service issues.
• Provide external and internal customers with requested information, including difficult and upset customers.
• Meet and maintain Quality and Telephone Performance measures per customer service performance report.
• Communicate with the appropriate departments and identify service issues.
• Identify inefficiencies within the established processes and suggest possible solutions to save time, reduce risk, and/or reduce expenses.
• Identify, initiate, and implement at least one process improvement and/or innovation annually.

JSG offers medical, dental, vision, life insurance options, short-term disability, 401(k), weekly pay, and more.

Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.