- Answer inbound calls from clients and claimants across the country
- Accurately file and document client/claimant specific information into the applicable system
- Adhere to all department standards
- Respond to client and claimant inquiries in a timely and efficient manner
- Consistently deliver exceptional customer service. Measured by the results of our Quality Monitoring program
- Ability to communicate effectively with all levels of management.
- Demonstrate confidence, strong decision quality and sound judgment when assisting claimants.
- Resolves routine administrative technical issues for applicable source systems
- Answer related claims questions for applicable clients specific to the Intake process and reporting missed time
- Responsible and accountable for maintaining and protecting personal health information. Must maintain a high level of confidentiality and abide by HIPPA rules and regulations
- Reliable, regular, and predictable attendance to ensure appropriate staffing to handle call volume
- All other duties as assigned
- Strong customer service skills: Polite, Friendly, and Helpful
- Ability to type and talk
- Proven patience and understanding
- Active listening skills
- Strong attention to detail
- Demonstrated compassion
- Ability to work independently and remotely
- Ability to communicate effectively in both verbal and written interactions
- Ability to handle confidential information with the utmost judgment and discretion
- Exceptional interpersonal communication skills and the ability to work with a diverse workforce.
- Proficient at maneuvering on a PC with working knowledge of MS Office (Word, Excel and Outlook).
- Ability to manage and meet departmental deadlines and key performance indicators
- Demonstrated ability in verbal and written skills, and reading comprehension.
- Proven experience in providing quality customer service (preferably a call center)
- Knowledge of medical terminology preferred
- Experience using web based programs
- High Speed home internet installed for Remote/Teleworker*
- RelianceMatrix’s Customer Care Center operates 24 hours per day/7-days per week. We offer a variety of
schedules due to this scope of coverage. - A Customer Care Representative must be available to work a scheduled shift between the core business hours; Mon-Fri 4am to 8pm Arizona time, and open to working some Holidays.
- Customer Care Representative must be willing and able to work sitting in one place taking calls and speaking for the entirety of their scheduled shift (excluding scheduled breaks and lunches).
- Customer Care Representative must be willing and able to work in a fast-paced, team oriented, dynamic inbound/outbound call center.
- Customer Care Representative must have predictable and reliable attendance and adherence to their daily and weekly assigned schedule.
- An annual performance bonus for all team members
- Generous 401(k) company match that is immediately vested
- A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
- Multiple options for dental and vision coverage
- Company provided Life & Disability Insurance to ensure financial protection when you need it most
- Family friendly benefits including Paid Parental Leave & Adoption Assistance
- Hybrid work arrangements for eligible roles
- Tuition Reimbursement and Continuing Professional Education
- Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program
- Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council
- Integrity
- Empowerment
- Compassion
- Collaboration
- Fun
EEO Statement