Provider Services Associate, Care Center Representative

• Correctly responds to all Department of Health audit calls on a consistent basis.
• Acts as a liaison between our internal and external customers.
• Responds promptly, accurately, and effectively to all calls in a polite and professional manner.
• Responds to all calls timely and have a clear understanding of call avoidance, such as but not limited to: short calls, intentional disconnects, inappropriate transfers and inappropriate use of hold button.
• Performs data input in a highly accurate and timely manner on all customer contacts.
• Simultaneously accesses multiple databases while addressing customer's needs.
• Clearly explains all policies and procedures on both incoming and out-going calls. On an ongoing basis, educates members about their benefits and MVP's procedures.
• Develops a comprehensive understanding of all lines of business. Has the technical skills required to be able to perform task efficiently.
• Delivers information in a clear and confident manner.
• Asks appropriate questions to ensure a clear understanding of customer's concern.
• Applies technical skills required to simultaneously access multiple databases while addressing customer needs.
• Responsible for researching and resolving member issues and for communicating resolution back to the caller in a timely, professional and effective manner.
• Performs other duties as assigned.

POSITION QUALIFICATIONS:

Minimum Education:

High School diploma or equivalent when possesses customer service employment experience.

Minimum Experience:

Minimum 1 - 3 years customer service experience and/or relevant office experience required

Experience in positions where adherence to strict confidentiality is required

Healthcare, health insurance experience preferred Call Center experience preferred

Required Skills:

• Strong problem solving skills with effective oral and written communication skills
• Have strong interpersonal skills and exhibit good judgment
• Demonstrated excellent customer service skills including superior accountability and follow through
• Demonstrated PC skills using Microsoft applications
• Majority of contact is via telephone, with some written correspondence, email or chats as needed. Ability to work in a fast paced environment and deal with the challenges inherent in a call-center atmosphere.