Remote Customer Service Representative

Signature Performance, Inc.•Remote,

3d•Remote

About The Position

You are a person who loves to answer incoming calls from healthcare providers, veterans, and beneficiaries who require assistance regarding their healthcare. We need someone who is enthusiastic when providing first call resolution and caller satisfaction. In the role of Customer Service Representative, you'll be responsible for answering incoming calls from providers, veterans, or veteran representatives to gather required information from the caller and client systems to make determinations. Conduct every transaction with a customer-focused, courteous approach that will ensure first call resolution and achieve quality scores while maintaining production standards. Research and evaluate medical claims and benefits for proper adjudication. The systems used include using client systems, soft phone systems, and customer relationship management software. Document call activity and make requests for corrective action into VA systems. Maintain a working knowledge of applicable VA regulations as they relate to 72-hour notification requirements. Maintain access to all client systems, as assigned. All calls must be completed and cleared by the end of each scheduled shift. Team members are expected to remain logged in and available until the end of their shift. All active calls must be fully resolved or appropriately handed off prior to logging off of systems. Act as an effective team member. Other duties as assigned.

Requirements

High School Diploma or GED required.
General office skills and knowledge of standard office equipment.
Working knowledge of software such as Excel and Word.
Data entry and 10 key experiences necessary.
1 or more years' experience in customer service
Successful completion of pre-employment test by passing the Criteria Basic Skills test with a cumulative score of 25 or greater, Computer Literacy and Internet Knowledge test with a cumulative score of 20 or greater, and the Typing Test with a cumulative score of 25 or greater.
Must have a REAL ID-compliant driver's license or identification card (ID) or an approved alternate form of ID including U.S. Passport (non-expired), U.S. Passport Card (non-expired), DHS Trusted Travel Card (Global Entry, NEXUS, SENTRI, FAST) (non-expired),US Department of Defense ID, including IDs issues to dependents (non-expired), Federally recognized Tribal issued ID (non-expired) for federal facility access and to obtain required security clearances.
U.S. Citizenship or naturalized citizenship is required for this position
All work on all positions at Signature Performance must be completed in the continental United States, Alaska, or Hawaii.

Nice To Haves

1 or more years' experience in a healthcare and/or call center position
Successful completion of pre-employment test by passing the Criteria Basic Skills test with a cumulative score of 32 or greater and Computer Literacy and Internet Knowledge test with a cumulative score of 22 or greater.
Excellent verbal and written communication skills
Personal traits of a high-level commitment, motivation, energy, team orientation, professionalism, trust, personal honesty and integrity, and a demonstration of placing others in a place of high value

Responsibilities

Conduct every transaction with a customer-focused, courteous approach that will ensure first call resolution and achieve quality scores while maintaining production standards.
Research and evaluate medical claims and benefits for proper adjudication.
Document call activity and make requests for corrective action into VA systems.
Maintain a working knowledge of applicable VA regulations as they relate to 72-hour notification requirements.
Maintain access to all client systems, as assigned.
All calls must be completed and cleared by the end of each scheduled shift.
Team members are expected to remain logged in and available until the end of their shift.
All active calls must be fully resolved or appropriately handed off prior to logging off of systems.
Act as an effective team member.
Other duties as assigned.