Customer Care Representative I

Customer Care Representative I

Requirements

• Requires a High School diploma or GED equivalent
• Previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

Responsibilities

• Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
• Analyzes problems and provides information/solutions.
• Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Researches and analyzes data to address operational challenges and customer service issues.
• Provides external and internal customers with requested information.
• Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.
• Uses computerized systems for tracking, information gathering and troubleshooting.
• Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims.
• Seeks, understands and responds to the needs and expectations of internal and external customers.

Preferred Qualifications

• Preferred strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.
• Bilingual in Spanish strongly preferred.
• Call center experience preferred.
• Medicare experience preferred.