Customer Service Representative

TEKsystems•City of Albany, NY

1d•Hybrid

About The Position

The Call Center Customer Service Representative – Provider Services is responsible for responding to provider inquiries received through the Customer Service Center (CSC) Call Center. This role provides telephone-based support to healthcare providers using online business applications related to claims processing, eligibility verification, web-enabled self-services, and technical inquiries. The ideal candidate demonstrates strong customer service skills, attention to detail, and the ability to navigate multiple systems in a fast-paced call center environment.

Requirements

strong customer service skills
attention to detail
ability to navigate multiple systems in a fast-paced call center environment

Responsibilities

Respond to inbound provider inquiries routed through the CSC Call Center in a professional and courteous manner.
Provide telephone assistance to providers utilizing online business applications, including claims, eligibility, and web-based self-service tools.
Accurately record, track, and monitor call details, issues, and resolutions using the designated call tracking/CRM system.
Monitor open tickets to ensure appropriate follow-up, assignment, and escalation in accordance with established procedures.
Utilize training materials, scripts, and documented procedures to support consistent and accurate responses to inquiries.
Process provider requests using various tools and technologies, including desktop faxing, web self-help resources, and Interactive Voice Response (IVR) systems.
Perform follow-up communications such as returning phone messages, disseminating faxes, sending mail documentation, and other related correspondence under direct supervision.