Patient Service Representative

Job Description

Job Description

Call Center agents - Full time

8:30 - 5:00 M-F

October 20- December 31st

Temp to possible. Temp to Hire

$19-$23 depending on experience/education

We are looking for customer service/call center professionals who want to help our members, providers, and other healthcare advocates. You will provide personalized and company-based practices to deliver solutions and answers to questions that relate to our healthcare products and solutions. The ideal candidate will have a commitment to service and providing a best-in-class experience for all callers.

Customer Service Representatives are responsible for providing expertise and customer service support to members, customers, and / or providers; providing direct phone-based customer interaction to answer and resolve a wide variety of inquiries.

Primary Responsibilities:

• Respond to and resolve customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, claims and correspondence

• Assist customers in website navigation and self-service options for their health plan

• Own a problem through to resolution on behalf of a member in real time or through comprehensive and timely follow-up

• Escalate member and provider issues to appropriate team members, as defined by our procedures

• Provide education and status on previously submitted pre-authorizations or pre-determination requests

• Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance

• Proficient problem-solving skills

• Proficient in translating healthcare-related terminology and complex processes into simple, step-by-step instructions customers can understand and act upon

• Flexibility to customize approach to meet all types of member communication styles and personalities

• Proficient conflict management skills to include ability to resolve issues and demonstrating personal resilience

• Ability to work without constant direction from management

• Basic tasks are completed without review by others

Requirements

To be considered for this position, applicants need to meet the qualifications listed in this post.

Required Qualifications:

• High School Diploma / GED (or higher)

• 1+ years of Customer Service experience

• Ability to successfully complete the company training program within the required timeframe

Preferred Qualifications:

• Associate’s degree (or higher)

• Health care experience

1. Accrued PTO

2. ICHRA based healthcare reimbursement

3. Dental/Vision

3. 401k program (no match)