Entry level, Agent Support Representative to respond to sales agent inquires, whether of a substantive nature, a procedural nature, or both. The position provides customer service to all inbound calls as well as making outbound/outreach calls when necessary. All calls routed through an Automatic Call Distribution (ACD) system, from University of Maryland Health Advantage (UMHA) sales force on a variety of topics to help agents’ position UMHA products to Maryland Medicare beneficiaries. These call types will include but not limited to, eligibility questions for both Medicare and Medicaid, provider network access, benefit questions, and various sales workflow questions for UMHA.
Essential Duties and Responsibilities
Complies with HIPAA/PHI regulations in all interactions with internal (representative from other departments) as well as external (agents).
Handles and/or exceeds average of 30 calls a day, while meeting the service standards.
Ability to meet the minimum QA audit scoring criteria.
Attends to the agent’s inbound calls to assist with any appropriate information about eligibility, network access, benefit, and workflow questions.
Documents details of all calls in the appropriate system and preforms follow up, when/if necessary.
Provides expertise and customer service support to all agents.
Meets and maintains tardiness and attendance standards set by department policy.
Performs other duties as assigned.
Education, Experience and Qualifications
High School diploma or equivalent.
Knowledge, Skills, Abilities
Excellent interpersonal skills.
Professional organizational, oral and written communication skills.
Ability to listen, document and track problems within the appropriate systems, simultaneously while on calls.
Ability to respond in difficult situations on the telephone calls. Maintain flexibility and a “can do” attitude supporting department goals and objectives.
Able to commit to overtime as needed and/or shift changes.
Successfully complete in-house training program (90% or better on final test).
Substantial knowledge of Microsoft Office including Outlook, PowerPoint, Excel and Word.