Summary:
Under the supervision of the Customer Support Supervisor, the Customer Support Representative is responsible for answering calls from our clients’ medical provider network and clients’ enrolled members. The Customer Support Specialist will provide timely and accurate responses in a professional and courteous manner utilizing defined processes and guidelines. This position also assists with variousinternal tasks that ensure a high level of overall client satisfaction.
Essential Functions:
Responds to provider and member phone inquiries in a timely manner; provides accurate responses in a professional and courteous manner Researches inquiries using appropriate team members as a resource Assists team with providing claim status for client inquiries Follows up with provider and member calls to obtain further information internal departments may request, as needed Ensures that HIPAA guidelines are followed in every communication with providers, clients or staff
Additional Functions:
Assists with special projects, as requested
Communicates clearly and concisely, with sensitivity to the needs of others Maintains the confidentiality of all company procedures, results, and information about participants, clients, providers and employees
Maintains courteous, helpful and professional behavior on the job; displays a willingness and ability to be responsive in a warm and caring manner to all customer groups Consistently cooperates and supports organization in problem solving issue
Implements the TRHC 32 Fundamentals in daily work habits and relationships
Establishes and maintains effective working relationships with co-workers
Follows all Policies and Procedures and HIPAA regulations Participates in any recommended or required training sessions Maintains a safe working environment
Knowledge, Skills and Abilities:
Educational requirements include a High School Diploma or equivalent
Prior customer service experience is required. Two years of professional work experience in a health plan call center is strongly preferred
Exposure to health plan management operations is preferred
General knowledge of medical terminology preferred
Knowledge and experience using current computer technology
Current working knowledge and extensive use of Excel and Word. Skilled in establishing and maintaining effective working relationships with clients, and staff at all levels
Skilled in problem resolution; recommends suggestions to increase accuracy and/or efficiency
Ability to work independently with minimal supervision
Ability to communicate professionally, clearly and effectively, verbally and in writing
Ability to prioritize effectively Ability to multitask
Physical Demands & Requirements:
Communicates by way of the telephone with providers, participants, customers, and vendors; majority of the workday is spent communicating on the telephone
Operates a computer and other office productivity machinery, such as a calculator, copy machine, fax machine and office printer
Remains stationary for extended periods of time
Visual acuity to perform activities such as identifying, inputting and analyzing data on a computer terminal and/or in hard copy
Occasional reaching to retrieve shelved items
Occasional bending/stooping
Work Environment:
This job operates in a professional office environment with a conversational noise level.
No substantial exposure to adverse environmental conditions is expected
Moderate pressure to meet scheduled appointments and deadlines
Moderate potential for occasional verbal aggression by providers and clients
Job Type: Full-time
Salary: $21.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- 2 years
Shift:
- 8 hour shift
- Day shift
Weekly day range:
- Monday to Friday
Work setting:
- Call center
- Remote
Application Question(s):
- What is your contact information? Email address and phone number.
Education:
- High school or equivalent (Required)
Experience:
- Call center: 2 years (Required)
- Medicare: 2 years (Required)
Ability to Commute:
- Carrollton, TX 75007 (Required)
Work Location: In person