Customer Service Representative (Remote/Hybrid)

Description:

The Customer Service Representative will be communicating with members regarding various insurance focused questions such as billing questions, understanding prior authorizations, benefit plan explanations, support using the online portal sites, etc. This position will use two computer monitors while talking to the customer on the phone. Typical call volume is 30-40 calls per day that last between 3-4 minutes. Goal is to close 92% of calls without need of follow up. The Customer Service Representative will document the call in a software system on one monitor and use the other monitor to research / answer the customers questions using other databases or websites. While working in this call center setting you will learn how to work in a call queue system to answer calls and track your call status. Your performance is measured and monitored in real time.

• Excellent active listening skills
• People-oriented, with the ability to show empathy and compassion, along with the willingness to be helpful
• Ability to multitask – specifically able to operate computers and telephones simultaneously in a fast-paced environment along with the ability to learn and navigate through multiple computer applications
• Excellent written and verbal communication skills
• Works well in a team environment and independently as a telecommuter
• Excellent attendance record

Additional Skills & Qualifications:

• High School Diploma or Equivalent
• Previous experience with Claims, Prior Authorizations, Benefit plan explanations, Microsoft, Epic EMR - highly preferred
• Proficient with working on a computer and navigating through multiple software's at once.
• Will require an internet speed test (at least 5 MB download and 1.5 for upload)

Work Environment/Schedule:

Remote/Hybrid (within ~50 miles distance from the following cities/offices), Madison, Onalaska, WI or Sauk City, WI.

• Candidates may have to come into the office if they have IT issues and staff meetings (maybe once a month).

Work Schedule: 8 am-4:30 pm, M-F for the first 6 weeks of training; after training, employees will be assigned to a standard, 40-hour workweek between the hours of 8 am-8 pm, M-F.

• We seek CSRs to take voluntary weekend shifts (our call center operates 7 days/week from Oct-Mar) and are eligible for OT and on-call pay for volunteering for weekend shifts.
• Shift differentials are also offered for hours worked past 5:30/6 pm
• Flex schedules (i.e. 4, 10-hour days may be considered as long as there is adequate coverage during peak call center hours)

Career Advancement and Professional development opportunities within the Customer Service Department - we frequently see people promoted within the call center within their first year of employment if they’re meeting performance metrics and have strong attendance

Experience Level:

Entry Level

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.