Customer Service Representative I (Pacific/Mountain Time Zone Based)

Western Growers Family of Companies

1d•$35,288 - $45,874•Hybrid

About The Position

Western Growers is dedicated to ensuring the future viability of its members, who are farmers growing essential produce for the nation. The organization supports its members by advocating, facilitating technological advancements, and providing insurance. This mission requires intelligent, inquisitive, and innovative individuals. The company culture emphasizes that 'everything starts with people' and supports employee well-being through training, DEI initiatives, and flexible work arrangements (work-from-home, in-office, or hybrid). This role is crucial in supporting members by responding to inquiries about insurance benefits, provider contracts, reimbursement programs, eligibility, and claims.

Requirements

High School diploma or GED
One (1) to three (3) years of experience in customer service within a call center environment, preferred.
Knowledge of Health Benefits and eligibility preferred.
Good communication and telephone skills with a very clear and concise speaking voice.
Proficient written communication skills with the ability to learn new software and navigate multiple systems at once.
Moderate keyboarding skills including proficiency with database management.
Proficient organizational and time management skills.
Adaptive in constantly changing environment.
Skilled in researching and resolving standard technical issues or client problems as they arise.
Good judgement, negotiation abilities and capacity to work with minimal supervision.
Capable to learn and understand company’s end-user software programs.
Ability to meet or exceed departmental service metrics.
Fluent in English (oral and written) required.
Internet access provided by a cable or fiber provider with 40 MB download and 10 MB upload speeds.
Home router with wired Ethernet (wireless connections and hotspots are not permitted).
A designated room for your office or steps taken to protect company information (e.g., facing computer towards wall, etc.).
A functioning smoke detector, fire extinguisher, and first aid kit on site.

Nice To Haves

Bilingual in Spanish

Responsibilities

Respond to general customer inquiries regarding insurance benefits, provider contracts, reimbursement programs, eligibility, and claims via telephone, e-mail, and written correspondence in a confidential, professional, and ethical manner.
Analyze problems and provide information/solutions.
Research and resolve aged Customer Service open calls within company standards.
Operate in the Health Care Processing System (HCPS), Imaging systems, and all systems necessary to obtain and extract information with proficiency and skills.
Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
Assess and report the impact of uncovered issues or trends, making improvements and course-correcting along the way.
Follow quality guidelines to provide exceptional customer support and ensure scores meet or exceed expectations.
Accurately document database activity and customer interaction for tracking and analysis to identify trends and address operational and service issues.
Research and analyze data to address standard operational challenges and customer service issues.
Provide customers with requested information, including difficult and upset customers.
Meet or exceed all department and performance service metrics.
Communicate with the appropriate departments and identify service issues.
Identify inefficiencies within the established processes and suggest possible solutions to save time, reduce risk, and/or reduce expenses.
Maintain regular attendance per employee handbook guidelines.
Utilize all capabilities to satisfy the mission to enhance the competitiveness and profitability of members.
Maintain internet speed of 40 MB download and 10 MB upload and router with wired Ethernet.
Maintain a HIPAA-compliant workstation and utilize appropriate security techniques to ensure HIPAA required protection of all confidential/protected client data.
Maintain and service safety equipment (e.g., smoke detector, fire extinguisher, first aid kit).