Healthcare Customer Service Representative

Conduent•Remote, NC

23d•Remote

About The Position

We’re hiring a Healthcare Customer Service Representative, where you'll play a key role in delivering exceptional customer service and resolving complex customer inquiries. In this position, you will handle escalated customer issues, provide high-quality service in a call center environment. Your assistance will make a positive difference in the organization you support. You will be able to provide successful administration and resolve inquiries and deliver positive customer experience while meeting performance goals.

Requirements

Must be 18 years of age or older.
Have a High School Diploma or an equivalent of education required.
Must be able to submit to a pre-employment screening and drug test.
Have legal authorization to work permanently in the United States without requiring a visa transfer or visa sponsorship.
Customer service or call center experience preferred.
Must pass the Call Center – Service Skills Assessment.
Must have Customer Service Experience in a Call Center environment is preferred.
Must have MS Office experience-ability to proficiently use Word and Outlook.
Must have experience working with Medical Insurance, Medicaid or Pharmacy Benefits preferred.
Must be able to work weekends and some holidays (some nights, weekends, holidays as this is a 24/7 operation).

Nice To Haves

Strong customer service, communication, and problem-solving skills.
Experience handling escalated customer concerns and complex issues.
Positive and energetic attitude.
Ability to communicate clearly and confidently.
Ability to multi-task and manage time effectively.
Attestation to detail, grammar, and spelling accuracy.
One year of medical insurance or medical office experience, preferred.
Computer system experience with data entry and database documentation knowledge.
Previous call center in a customer service background environment.
Experience handling inbound customer support calls.

Responsibilities

Provides 24/7 phone coverage for our partners and handles inquiries.
Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
Identifies customer needs by referring to case notes and examining each as a specific case.
Performs routine call center activities concerning business products and services.
Uses standard scripts and established guidelines and under supervision, to meet SLAs.
Provides customers with information that is specialized and communicated in a warm empathetic manner.
Gathers all necessary information to update the database.
Escalates issues to senior levels, based on complaints or concerns.
Explains company policies to customers.
Expand skills within an analytical or operational process and maintain appropriate license, training, and certifications.
Apply experience and skills to complete assigned work.
Works within established procedures, practices, and with a moderate degree of supervision.
Performs business support or technical work, using data organizing and coordination skills to complete assignments and in some areas, requires vocational training, certifications, licensures, or the equivalent experience.
Provide day-to-day contracted services to external clients and contracted services may include technical or non-technical customer support, transaction processing and sales & marketing services.
Performs other duties as assigned and comply with all policies and standards.