Customer Service Representative, CC

Partnership HealthPlan of California•Fairfield, CA

7d•$29 - $34•Onsite

About The Position

To respond to member and provider inquiries regarding case management telephonically. Ensures that callers’ questions and/or problems are resolved or are directed to the appropriate person for resolution and/or entered as a referral for case management while providing the highest level of customer service.

Requirements

High School Diploma or equivalent
minimum three years administrative experience required
Strong written and oral communication skills
Advanced computers skills, including proficiency in multiple software applications including Microsoft Office Suite and SharePoint
Strong organizational and multitasking skills
Excellent interpersonal and customer service skills
Must be able to work in a fast-paced environment and maintain courtesy and composure when dealing with internal and external customers.
Ability to function effectively with frequent interruptions and direction from multiple team members.
More than 50% of work time is spent using a desktop computer.
When necessary, the ability to lift, carry, or move manuals and reports, weighing up to 25 lbs.
Provide the highest possible level of service to clients
Promote teamwork and cooperative effort among employees
Maintain safe practices
Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.

Nice To Haves

Two (2) years of experience working in a health care setting recommended
Bilingual skills in Spanish, Tagalog, or Russian may be preferred.

Responsibilities

Supports the Care Coordination Department by answering the ACD telephone line, determining call urgency and routing calls appropriately
Responds to member and provider issues and questions received through the Care Coordination ACD line.
Provides excellent customer service and communicates with others in accordance with Partnership standards and expectations.
Communicates clearly and effectively through all mediums of communication with members, providers, vendors, community partners, and Partnership employees.
Responds to inquiries in a timely manner
Documents calls as appropriate.
With direction, initiates and processes referrals to appropriate programs in accordance with department policies, and communicates referral outcomes to referral source.
Works with internal departments, providers, and external organizations to resolve issues as needed.
Manages the Care Coordination regional helpdesk and routes emails or enters referrals appropriately
Other duties as assigned
Provide support and assistance to coordinators and health care guides as needed.