Call Center Representative, Tier 1 - Temporary Assignment

Community Health Network of Connecticut, Inc.•Wallingford, CT

8d•Remote

About The Position

Community Health Network of Connecticut, Inc. (CHNCT) is currently seeking two (2) Call Center Representatives, Tier 1. Important: These positions will be filled through selected staffing agencies. Please be sure to indicate the staffing agency that you are working with on your application. Call center and/or customer service experience is required. Bilingual, English/Spanish speaking candidates strongly preferred. Please note: This temporary assignment is remote and full-time, 40 hours per week. To be considered for this opportunity applicants must live in Connecticut. Primary Responsibilities: Community Health Network’s Call Center Representative Tier 1 is responsible for answering member /provider questions via telephone, written or electronic media on specified lines of business as assigned, documenting inquiries, grievances, providing accurate and timely information to callers regarding benefit and network information and all other issues as indicated.

Requirements

Applicants must live in Connecticut
Call center and/or customer service experience is required
High school diploma or secondary education
High school diploma or GED
Representatives must have adequate space and privacy to accommodate a work at home set up
This is a telecommuting position that requires working from a HIPAA-compliant home workspace, via employee-supplied high-speed internet connection on company-supplied computer workstation and telephone technology
Incumbents are responsible for exercising proper care of all company-supplied equipment, and for returning said equipment in good worker upon transfer or termination of employment.

Nice To Haves

Bilingual, English/Spanish speaking candidates strongly preferred
One year in a customer service role in a health care setting
Call center experience or face to face customer service experience

Responsibilities

Answer incoming inquiries from members and providers, ensuring high level service and productivity
Consistently adheres to all privacy and security standards in verifying caller’s ID and ability to share PHI
Verifies member eligibility and/or provider participation using appropriate data sources
Responds accurately and appropriately to member and provider inquiries using appropriate resources
Consistently treats members and providers with courtesy and respect as evidenced by review of written documentation, call monitoring and satisfaction survey results
Is able to adhere to attendance and productivity standards
Resolves routine member/provider concerns received through any media
Appropriately escalates complex cases/issues to more senior reps. or management
Utilizes language line services when needed
Makes outbound calls or call backs as assigned
Documentation is clear/concise stating caller concern, actions taken, next steps/disposition of call
Answer member and provider requests according to department standards to support contractual requirements: meeting or exceeding ASA of 90% of calls answered within 60 seconds, abandonment rate of less than 5%; hold time of less than 3 minutes.
Consistent use of PhonePro skills and; techniques; accurately identify, assess, document and address caller needs and steps taken to fulfill those needs.
Appropriately assesses need for referral to ICM/ other programs and community resources
Demonstrate appropriate adherence to department standards evidenced through department audit results
Seeks assistance when appropriate
Documents/researches inquiries grievances promptly
Maintain and seek to expand knowledge of program requirements and benefits
Utilizes resource materials to ensure accurate information is provided
Adheres to CHNCT's company policies
Documents clear/concisely
Computer proficient
Performs other tasks as required
Representatives must have adequate space and privacy to accommodate a work at home set up
This is a telecommuting position that requires working from a HIPAA-compliant home workspace, via employee-supplied high-speed internet connection on company-supplied computer workstation and telephone technology
Incumbents are responsible for exercising proper care of all company-supplied equipment, and for returning said equipment in good worker upon transfer or termination of employment.