Customer Care Representative Job at First Choice Health
DEPARTMENT: Customer Care
POSITION SUMMARY:
The Customer Service Representative provides professional, timely, and accurate
responses to customer inquiries via phone or email, ensuring that customers are
treated respectfully. The Customer Care Representative responds and provides
follow-through to customer inquiries, issues, and concerns in a timely and accurate
manner. Bilingual (Spanish) is a plus.
Individuals who thrive at First Choice Health exhibit the following success skills –
Caring, Transparency, Collaboration, Relentlessness, and Innovation.
The Customer Service Representative provides professional, timely, and accurate
responses to customer inquiries via phone or email, ensuring that customers are
treated respectfully. The Customer Care Representative responds and provides
follow-through to customer inquiries, issues, and concerns in a timely and accurate
manner. Bilingual (Spanish) is a plus.
Individuals who thrive at First Choice Health exhibit the following success skills –
Caring, Transparency, Collaboration, Relentlessness, and Innovation.
RESPONSIBILITIES:
1. Responds to telephone and email inquiries per established standards, policies
and procedures
2. Communicate with customers over the phone or through email or chat
3. Handles challenging customer calls in a clear and courteous manner
4. Respond to written correspondence from customers as assigned
5. Researches issues and takes appropriate actions to resolve them
6. Provides accurate and detailed information regarding benefits, providers, claims,
referrals, eligibility, pharmacy, etc.
7. Documents each contact and resolution in customer relationship management
system
8. Utilizes online tools and resources to support customer inquiries. Meeting service
performance and standards for Customer Service and striving to improve
efficiency and effectiveness
9. Monitoring customer satisfaction levels
10.Escalates customer requests to leadership when necessary
11.Operate accurately and efficiently in a fast-paced environment
12.Accurately and proficiently assist customers with account-related, and technical
1. Responds to telephone and email inquiries per established standards, policies
and procedures
2. Communicate with customers over the phone or through email or chat
3. Handles challenging customer calls in a clear and courteous manner
4. Respond to written correspondence from customers as assigned
5. Researches issues and takes appropriate actions to resolve them
6. Provides accurate and detailed information regarding benefits, providers, claims,
referrals, eligibility, pharmacy, etc.
7. Documents each contact and resolution in customer relationship management
system
8. Utilizes online tools and resources to support customer inquiries. Meeting service
performance and standards for Customer Service and striving to improve
efficiency and effectiveness
9. Monitoring customer satisfaction levels
10.Escalates customer requests to leadership when necessary
11.Operate accurately and efficiently in a fast-paced environment
12.Accurately and proficiently assist customers with account-related, and technical
support questions through phone and email. Approximately 90% of the workday
will be spent answering customer calls, with 10% focused on email questions
13.Actively seek resolution for customer issues in a high-volume environment, while
maintaining productivity, quality, and service standards. KPIs include: average
handle time, live answers, documentation, follow-up, professionalism, knowledge,
and willingness to help
14.Must comply with strict confidentiality of Protected Health Information
15.Must be able to work a fixed planned work schedule to ensure customer
call loads are able to be effectively managed to ensure call wait time goals
are met
16.Must consistently meet or exceed attendance standards, by not having more
than two unplanned occurrences per any three month period
17.Other duties as assigned
will be spent answering customer calls, with 10% focused on email questions
13.Actively seek resolution for customer issues in a high-volume environment, while
maintaining productivity, quality, and service standards. KPIs include: average
handle time, live answers, documentation, follow-up, professionalism, knowledge,
and willingness to help
14.Must comply with strict confidentiality of Protected Health Information
15.Must be able to work a fixed planned work schedule to ensure customer
call loads are able to be effectively managed to ensure call wait time goals
are met
16.Must consistently meet or exceed attendance standards, by not having more
than two unplanned occurrences per any three month period
17.Other duties as assigned
SKILLS:
1. Great communication abilities, including written and verbal communication
2. Patience, empathy and professionalism
3. Good problem-solving and decision-making capabilities
4. Basic computer skills, including data entry, website navigation and other software
5. Effective time management, prioritization and multitasking skills
6. Ability to work in a team setting
7. In-depth understanding of the company’s products or services
8. Excellent organization, computer, communication, and technical skills are
required with a high degree of accuracy
9. Familiarity with and/or willingness to adopt new technologies
10.Ability to multitask, managing multiple concurrent projects, while meeting
deadlines under pressure
11.Excellent organizational skills and the ability to pay close attention to detail
1. Great communication abilities, including written and verbal communication
2. Patience, empathy and professionalism
3. Good problem-solving and decision-making capabilities
4. Basic computer skills, including data entry, website navigation and other software
5. Effective time management, prioritization and multitasking skills
6. Ability to work in a team setting
7. In-depth understanding of the company’s products or services
8. Excellent organization, computer, communication, and technical skills are
required with a high degree of accuracy
9. Familiarity with and/or willingness to adopt new technologies
10.Ability to multitask, managing multiple concurrent projects, while meeting
deadlines under pressure
11.Excellent organizational skills and the ability to pay close attention to detail
QUALIFICATIONS:
1. High School Diploma or equivalent
2. Minimum 2 years customer service or equivalent experience
3. Experience in the employee benefits/healthcare insurance industry preferred
4. Excellent verbal and written communication skills
5. Ability to handle multiple priorities in a sometimes stressful environment
6. Intermediate software application experience with Google Workspace and the
Microsoft Office Suite
Microsoft Office Suite
Pay Range: $17-$21 an hour
Diversity, Equity & Inclusion:
At First Choice Health we are thoughtful about the words we use and the actions we take. We intentionally hire people from diverse backgrounds that help us think differently and challenge status-quo thinking. Our commitment to Diversity, Equity, and Inclusion allow us to strive to make healthcare easier to access for everyone in all walks of life.
Benefits:
Medical & Vision- We offer two medical plans for employees, High Deductible and PPO plan for employees to choose from.
Dental- A dental plan through Sun Life dental is available to employees and eligible dependents.
Health Savings Account (HSA)- Employees who enroll in our medical plan can choose to establish a health savings account if eligible. FCH makes contributions to the HSA and employees may contribute pre-tax dollars via payroll deduction up to the IRS allowable limits.
Flexible Spending Account (FSA)- Employees may contribute pre-tax dollars through payroll deduction to a limited vision/dental FSA. Unlike with an HSA, unused FSA funds do not rollover from year to year
.
Life Insurance- FCH provides life insurance benefits at no cost at a limit of two times an employee’s annual base salary (with a max of $300,000). Employees have the opportunity to purchase additional life insurance for themselves and their dependents through payroll deduction.
Short & Long-Term Disability Insurance- FCH provides long-term and short-term disability coverage to all employees. It is a shared cost benefit where FCH pays for the long-term benefit and employees pay for the short-term benefit.
Personal Leave and Sick Time- FCH employees enjoy the benefit of paid time off. Vacation, sick leave, and any personal leave are combined into a general annual PTO bank. PTO accruals are based on service on a pay period: 0-1 year of service – 120 hours; 1-2 years of service – 136 hours; 3 + years of service – 168 hours.
Paid Holidays- Each employee receives two floating holidays Employees receive nine paid holidays, two four-hour time blocks for community service per year, and two floating holidays (granted January 1 and July 1).
Employee Assistance Program (EAP)- FCH recognizes that a variety of problems can disrupt personal and work life. If an employee needs professional help, they can contact the EAP, which provides confidential access to professional counseling services for help in confronting personal problems such as alcohol/substance abuse, marital and family difficulties, financial or legal troubles, or emotional distress.
Retirement Plan 401(k)- We contribute 50% of the employee’s 401k deferral , up to a maximum of 3% of the employee’s gross salary. Eligible employees must be at least 21 years old, and be employed with FCH a minimum of 90 days.
Profit Sharing - FCH may make annual discretionary profit sharing contributions in an amount to be determined at Plan Year end.
Tuition Reimbursement - Employees may be eligible to receive reimbursement for continuing education for Bachelor’s program after one year of employment with the company.
Wellness- We encourage and promote healthy behaviors through a Wellness program that offers rewards for those that participate.
These benefits may be changed with or without notice at any given time.
PHYSICAL REQUIREMENTS:
1. Ability to see and hear at normal levels with or without aid.
2. Ability to sit for long periods of time.
3. Finger and hand dexterity.
4. Ability to bend and twist.
1. Ability to see and hear at normal levels with or without aid.
2. Ability to sit for long periods of time.
3. Finger and hand dexterity.
4. Ability to bend and twist.
Access to PHI:
X Routine and limited and does not require manager approval - The duties of the
position require routine contact with a limited set of PHI that does not require manager
approval. Examples include claims adjudication.
X Routine and limited and does not require manager approval - The duties of the
position require routine contact with a limited set of PHI that does not require manager
approval. Examples include claims adjudication.
Please Note :
ajayjain.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, ajayjain.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.