Customer Service Rep (B)

Amerihealth Caritas • North Charleston, SC

3d • Hybrid

About The Position

Under the direct supervision of Operation Supervisors, the Customer Service Representative is responsible for supporting a diverse membership community and their providers as well as other customers in a timely manner. This includes inbound and outbound engagement with members and/or providers via phone calls or correspondence regarding benefits, eligibility, or customer issues. Must be bilingual (English/Spanish) and demonstrate the ability to perform the responsibilities of the position in either English or Spanish language.

Requirements

• High School Diploma or GED.
• 1-year of prior customer service experience.
• Proficiency in PC applications within a Microsoft Windows environment.
• Demonstrated verbal and written communication skills combined with listening and problem-solving ability to identify needs, seek solutions and resolve customers’ concerns.
• Ability to work well in a team environment and willingness to learn and adopt customer service methods and practices.
• Must be bilingual (English/Spanish) and demonstrate the ability to perform the responsibilities of the position in either English or Spanish language.

Nice To Haves

• Experience in the healthcare or managed care industry is preferred but required.

Responsibilities

• Conduct Welcome Calls to new members and perform Health Assessment Surveys as needed.
• Provide member education and assists members with Primary Care Physician (PCP) selection and assignments.
• Assist with access to care and wellness programs.
• Demonstrate passion for providing superior customer service to our members and continually seek to understand the needs of those we serve.
• Follow internal processes and procedures to ensure all activities are performed in accordance with departmental and company policies and procedures.
• Create accurate and timely documentation concerning all inquiries taken in accordance with established protocols to ensure resolution is provided and presented in a clear and accurate manner.
• Present and project a positive image of the company in and out of the office to fellow associates, members, providers and the community by being courteous, helpful, energetic, respectful and polite.
• Strive to resolve an inquiry on first contact while ensuring that the inquiries have been addressed to the customer’s satisfaction by using all resources in an efficient and timely manner.
• Provide feedback and/or solutions to supervisor to ensure continuous process improvement and provide better customer experience.
• Create and support an environment which fosters teamwork, cooperation, respect and diversity.
• Maintain an awareness of all product knowledge information.
• Able to respond positively to support change within the department and the company.
• Routinely meet or exceed contact center key performance indicators.
• Perform other duties as assigned.

Benefits

• Flexible work solutions include remote options, hybrid work schedules, competitive pay, paid time off, holidays and volunteer events, health insurance coverage for you and your dependents starting Day 1, 401(k) retirement savings plan, tuition reimbursement, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED