Call Center Representative

Under the direction of the Call Center Management Team, the Customer Service Representative handles incoming telephone calls and facsimile transmissions to answer questions and resolve issues for members, groups, and providers.

Insurance

• Answer high volume of incoming telephone and facsimile inquiries from groups, members and providers, and meet or exceed the departmental benchmarks. When presented, expected call volume is at least 80 calls daily (volume permitting) with a monthly call quality average of 97%. 
• Research issues and coordinate with necessary individuals or departments to work and resolve issues.
• Interacts daily with groups, members, and providers in the external community. Work within a team-based environment in the call center and interact with intra-departmental contacts when necessary. 

HS Diploma

• 2 years customer service experience.
• Must be able to speak and write effectively in the English language. Bi-lingual is a plus.
• Must be able to perform mathematical calculations using addition, subtraction, fractions, and decimals.
•  Must have the ability to reason through standard business issues, including assisting with complaints, orders, errors, account questions, and other queries.
•  Must be able to proficiently use a PC and Microsoft Office applications; previous customer service/call center experience is a must; must be detail oriented, work well as part of a team, and handle pressure situations tactfully; AS400 experience is a plus. Knowledge of HIPAA a plus.

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