Customer Service Specialist

Access Mental Health Customer Care Rep III

Shift: Monday - Friday 8:30am - 5pm EDT

Location: Must reside within a 30-45 minute commute of our Rocky Hill, Connecticut office.

Hybrid 1: This role requires associates to be in-office 1 - 2 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace. Alternate locations may be considered if candidates reside within a commuting distance from an office.

The Access Mental Health Customer Care Rep III is responsible for reviewing requests by mail, telephone, or in person regarding insurance claims/policies. Able to perform basic job functions with help from co-workers, specialists and managers on non-basic issues. Must pass the appropriate pre-employment test battery.

How you will make an impact:

• Responds to inquiries from policyholders, providers and/or others for information and assistance.
• Coordinating provider schedules and face-to-face consultations
• Maintaining program documentation and records, ensuring completion and collection of encounter forms and assessments
• Supporting operational workflows associated with consultation services.
• Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
• Outbound calls are conducted in the ZipDrug business area.
• Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
• Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary. Performs other duties as assigned.

Minimum Requirements:

Requires a HS diploma or equivalent and a minimum of 3 years of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences:

• Bachelor's Degree in a Health Care related field
• Customer Service Experience
• Call Center Experience
• For URAC accredited areas, the following professional competencies apply: Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
• Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment; strong verbal and written communication skills, both with virtual and in-person interactions; Attentive to details, critical thinker, and a problem-solver; Demonstrates empathy and persistence to resolve caller issues completely; Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.

Job Level: Non-Management Non-Exempt

Workshift: 1st Shift (United States of America)

Job Family: CUS > Care Reps