Healthcare Customer Service Representative Job Description Template
Our company is looking for a Healthcare Customer Service Representative to join our team.
Responsibilities:
- Provide assistance to members and/or providers regarding website registration and navigation;
- Process written customer correspondence and provide the appropriate level of timely follow up;
- Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application;
- Respond to customer inquiries via telephone and written correspondence in a timely and appropriate manner;
- May coordinate member transportation and make referrals to other departments as appropriate;
- Maintain performance and quality standards based on established call center metrics including turn-around times;
- Ability to accept and embrace changes within the current business environment;
- Professionally handle a high volume of incoming calls;
- Maintain a balance between company policy and client benefit in decision making;
- Resolve customer issues via one call resolution guidelines and/or escalated process;
- Responsible for call disposition or compiling and generating reports as required;
- Ability to utilize and navigate multiple systems simultaneously;
- Be dependable and meet all attendance requirements;
- Meet or exceed company and client performance metrics;
- Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.
Requirements:
- Strong decision making and analytical abilities;
- Ability to identify customer needs and clearly articulate products and services;
- Knowledge of medical terminology is a huge plus;
- Schedule flexibility to include weekends, evenings, possible holidays and occasional overtime;
- Professional Appearance;
- Ability to pass all skill assessments including demonstrated experience with Microsoft applications;
- Fluent in verbal, written, and communication skills in either Korean, Mandarin, or Cantonese;
- Ability to pass a background check and drug screen;
- Stable work history with call center experience;
- Strong detail orientation and excellent communication/listening skills;
- Demonstrated passion for excellence with respect to treating and caring for customers especially senior citizens;
- Proficiency in using Microsoft word, Excel and an electronic medical record system is preferred;
- 1+ year(s) of experience in a customer service environment required;
- Experience in a healthcare role with a heavy emphasis over the phone preferred;
- Bilingual (English/Spanish) preferred.