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Customer Care Services Associate

HSC Health Care System Washington, DC
  • Posted: over a month ago
  • Other
Job Requirements
JOB SUMMARY
Your talent. Our vision. At The HSC Health Care System, its a powerful combination, and the foundation upon which we are creating greater access to care for our members, greater value for our customers, and improved health outcomes for our communities. As a Customer Care Services Associate you will work to resolve customer phone inquiries related to claims, eligibility verification, prior authorizations, pharmacy related issues and more. You will utilize strong verbal and written communication, listening and organizational skills as well as problem-solving and reasoning skills to accomplish superior customer service. Further, you will demonstrate attention to detail, ability to work in an ever-changing work flow environment, patience, professionalism, and compassion while handling difficult customers and situations. A successful candidate will show flexibility and a customized approach when interacting with all types of member communication styles and personalities. Finally, a strong Customer Care Services Associate will take initiative and assume responsibility where appropriate.
JOB FUNCTIONS
Essential job duties:
1. Maintain 24/7 customer service access
2. Receive calls from customers, assess nature of call and transfer to appropriate department
3. Answer inquiries from customers; including education of benefit utilization, provider payment inquires, member enrollment questions, etc.
4. Utilize telephonic technology tools to ensure all customer issues are tracked and resolved in a timely manner
5. Own the member identification card creation process
6. Update and maintain member demographic database
7. Utilize Care Management Platform to accurately document all incoming calls associated with members, including the creation of notes and actionable tasks for care management and care navigation teams
QUALIFICATIONS:
Required Experience: 1. Minimum 2 years of experience in customer service, preferably in a managed care environment 2. Customer Service and Call Center experience preferred 3. Must have strong attention to detail. Ability to support mission, vision and values of HSCSN and make recommendations for improvements 4. Excellent customer relation skills 5. Proficiency with computer systems and applications, especially with Microsoft Word and have good typing skills 6. Communication skills that effectively establishes and maintains professional, working relationships 7. Excellent organizational skills
License/Certifications:
None
Required Education:
High School diploma or equivalent.
DC Residents are encouraged to apply!

HSC Health Care System

The HSC Health Care System provides and coordinates innovative, high quality, community-based care for individuals with complex needs and their families. HSC empowers all we serve to improve the quality of their lives. The HSC Health Care System (HSC) is a nonprofit health care organization committed to serving families and adults with special health care needs and eliminating barriers to health care services. The System combines the resources of a health plan (Health Services for Children with Special Needs, Inc.), pediatric specialty hospital (The HSC Pediatric Center), home health agencies (HSC Home Care, LLC and HSC Health and Rehabilitative Services), and parent foundation (The HSC Foundation) to offer a comprehensive approach to caring, serving and empowering people with disabilities. HSC employs over 700 staff members, with operating revenue of approximately $225 million annually. Strategic plans include further expansion of services into broader territories, including Virginia. As a first-of-its-kind health system in Washington, DC with more than a century of experience, The HSC Health Care System remains committed to changing the lives of the people we serve through expert medical care, care coordination and advocacy. Today, we are known for our expertise in treating children, teens and adults who have disabilities and complex medical conditions.

Address

Washington, DC
USA

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