Sr. Call Center Service Assoc

Sr. Call Center Service Assoc

Requirements

• High School Diploma/GED required
• 18 months+ call center/customer service experience required
• Health insurance industry experience required
• Medical terminology and medical billing coding required
• Knowledge of multiple claims systems preferred

Responsibilities

• Receive escalated customer inquiries and provide second level resolution by initiating or continuing investigation process, utilizing available resources and accurately documenting customer inquiry and actions taken in accordance with departmental quality guidelines.
• Follow up on unresolved high priority/complex issues to ensure they are brought to conclusion in a timely manner.
• Serve as a liaison for key internal and external operational contacts to ensure that an optimal level of service is provided to customers.
• May assist in monitoring and managing team-s call volume and inventory including tracking and trending key customer service issues and reporting them to management.
• Deliver an excellent customer service experience while meeting quality and production standards.
• Perform other relevant tasks as assigned by management.

Preferred Qualifications

• Excellent Customer Service skills
• Ability to work in a high pressure, fast pace environment
• Keyboarding proficiency
• PC proficiency
• Strong verbal and written communication
• Interpersonal skills (i.e. active listening)
• Strong investigative and analytical skills
• Ability to multitask
• Ability to manage and diffuse irate calls
• Time management skills
• Flexibility and adaptability