Healthcare Customer Service Representative Tallahassee, FL

About the position

Healthcare Customer Service Representatives are responsible for responding to inbound call inquiries received from Florida Medicaid providers. Primary responsibilities include researching and responding to inquiries over the phone in a timely manner, routing inquiries to appropriate teams, and documenting calls into the database. Your role in our mission involves working efficiently in a high-volume call center while maintaining a professional, polite manner. You will answer telephone calls and respond to basic customer questions, forwarding them to appropriate personnel and providing consultancy utilizing knowledge and expertise on insurance and healthcare. You will process calls in a manner that ensures service level agreements (SLAs) are met or exceeded, record calls, process requests, and update account history with results of inquiries, including proper documentation. You must be able to type and talk at the same time and navigate through multiple screens while maintaining confidentiality and adhering to HIPAA requirements. Additionally, you will interact with team members, management, and customers regarding customer service issues and review and recommend modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

Responsibilities

• Respond to inbound call inquiries from Florida Medicaid providers.
• Research and respond to inquiries over the phone in a timely manner.
• Route inquiries to appropriate teams.
• Document calls into the database.
• Maintain a professional and polite manner in a high-volume call center.
• Process calls to meet or exceed service level agreements (SLAs).
• Record calls and update account history with inquiry results.
• Maintain confidentiality and adhere to HIPAA requirements.
• Interact with team members, management, and customers regarding service issues.
• Review and recommend modifications to procedures and workflow.

Requirements

• Must have a High School Diploma or equivalent.
• 2 or more years of customer service experience.
• Experience working in a metric driven work environment.
• Strong customer service skills with an emphasis on written and oral communication.
• Ability to access and retrieve information using a PC and basic understanding of Microsoft Office products.
• If Bilingual Position: Speaks Spanish and English proficiently and is familiar with medical terminology in both languages.

Benefits

• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Leadership and technical development academies.