Customer Service Representative - Healthcare

The Contact Center Associate will take inbound and make outbound calls regarding specified requests, common questions and pursue one call resolution for health share members and providers. The Contact Center Associate works with all departments to ensure that members and providers receive accurate health share information as determined by the Membership Guidelines.
Essential Duties:
Answer incoming calls from members and providers and follow-up with outbound calls as necessary.
Resolve general member and provider issues by phone or email.
Identify and escalate issues as necessary.
Recognize and document trends or problems that may arise in operations and alert management when needed.
Provide accurate health sharing information and service to members and providers.
Obtain and review medical records as necessary.
Ensure member information and eligibility is accurate and up to date.
Explain detailed information regarding eligibility to both members and providers.
Is coachable and willing to learn.
Capable of providing the greatest customer service experience possible.
Skills Required:
Critical thinking and problem-solving skills
Self-motivated, goal-oriented individual
Excellent written, verbal, and interpersonal communication skills
Work independently and in a team environment
Strong computer skills and working knowledge of Microsoft Outlook
Excellent phone etiquette and customer service skills as majority of time will be spent on the phone
Familiarity with medical policies and procedures and HIPPA
Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
High School Diploma and/or GED required
At least 1 year of customer service experience required
Healthcare experience preferred (reviewing and/or verifying medical records)
Associates or higher degree preferred
Technical Knowledge:
Google Suite including Share Drives, Email and Internet
Call center phone software and/or operating systems
Salesforce knowledge preferable
Benefits
HMO with 1 free dependent upon hire
Life Insurance
10% Night Differential
20 PTO credits annually
VL and SL cash conversion
Annual Performance-Based Merit Increases and Employee Recognition
Great Company Culture
Career Growth and Learning
A laptop will be provided by the company
20,500PHP basic + allowances
Onsite (Makati or SM Clark) on the first 6 months, then will transition to WFH
9:00 PM – 6:00 AM PHT (Weekends Off)

Work arrangement
No