Call Center Service Associate

Skills Required:

• 3+ years in a large call center with excellent customer service skills

• Bilingual in Spanish/English is a major plus

• Some experience in a call center or customer service role within the health insurance industry required.

Job Summary:

Provide excellent service to customers through the resolution of basic customer inquiries received by phone or though written correspondence.

Responsibilities:

• Receive 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.

• Review computer systems and/or other reference materials to complete verification process.

• Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).

• Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process.

• Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up.

• Follow up on unresolved issues in a timely manner, escalating call trends to management.

• Deliver an excellent customer service experience while meeting quality and production standards.

• Perform other relevant tasks as assigned by management.

Core Individual Contributor Competencies:

Personal and professional attributes critical to successful performance for Individual Contributors:

• Customer Focus

• Accountable

• Learn

• Communicate

Knowledge:

• Medical terminology and medical billing coding preferred

Skills and Abilities:

• Excellent Customer Service skills including the ability to manage and diffuse irate calls

• Ability to work in a high pressure, fast pace environment

• Keyboarding proficiency

• PC proficiency

• Strong verbal and written communication

• Interpersonal skills (i.e. active listening)

• Investigative and analytical skills

• Ability to multitask

• Time management skills

• Flexibility and adaptability

• Ability to work effectively within a team environment

Immediate Interview Process!!

• High school degree or equivalent required. Some college preferred.

• Some experience in a call center or customer service role within the health insurance industry required.

This is Direct Hire with Our Client. Interested candidates can reach me at 732-549-2030 Ext 232