Remote Healthcare Call Center Representative

Conduent • Remote, KY

4h • Remote

About The Position

This role is for a Healthcare Call Center Associate (Work from Home) who enjoys helping people solve complex problems and delivering solutions. As a member of the Customer Experience team, you will assist customers with questions, inquiries, and issues related to their prescription coverage. You will manage a steady volume of incoming calls from customers while navigating multiple systems. Our call center associates are members of a supportive team, and your excellent customer service and communication skills will help create positive experiences for our customers and clients. Punctuality and dependability are key to our clients’ success. Conduent has plenty of growth opportunities within the healthcare team.

Requirements

• Successfully complete customer service assessment & typing test on a computer (not compatible with mobile devices).
• High school diploma, GED, or college degree.
• Must have 6 months of customer service experience.
• Complete a mandatory paid training program with 100% attendance.
• Successful completion of a background check is required for this position.
• Must possess the following characteristics: self-motivation, resourceful, detail-oriented, sense of accountability and must be a team player.
• Must possess strong skills in the following areas: organizational, time management, written and verbal communication, analytical, and problem solving.
• Proficiency in Microsoft Word, Microsoft Outlook, and Internet Explorer.
• Strong communication skills over the phone.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Must have a home internet connection with 25 Download and 10 Upload Speed.
• Must be able to hardwire your work computer directly to your home modem via ethernet.
• Must have a quiet, distraction free workspace.

Responsibilities

• Manage a steady volume of incoming calls regarding benefits from members, providers, and employer groups.
• Explain and clarify plans’ policies and procedures.
• Actively listen to understand customers’ needs and answer their questions to include callbacks and follow up calls as needed.
• Strive to answer the un-asked question(s) as we work for a one call resolution.
• Take all necessary action to resolve the members issue by answering their questions.
• Navigate the Members’ plan benefits, review Client's policy and procedures, while using resources provided by the Client to comply with regulatory guidelines.
• Utilize multiple Client systems to provide accuracy of information.
• Investigate verbal complaints concerning billing, claims or service rendered.
• Escalate complaints of service failures to designated departments for investigation.
• Maintain current knowledge of Member Services policies and procedures.
• Perform other work-related duties as assigned.

Benefits

• Medical
• Dental
• Vision
• Paid time off will start to accrue after 180 days of employment (about 6 months).
• Health insurance coverage
• Voluntary dental and vision programs
• Life and disability insurance
• A retirement savings plan
• Paid holidays
• Paid time off (PTO) or vacation and/or sick time

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED