Senior Customer Service Representative

About Our Client:
The organization operates in the healthcare sector, focusing on delivering care supported by technology to improve health outcomes for millions. It addresses challenges in connecting individuals to care, pharmacy benefits, data, and resources necessary for health optimization on a broad scale.
About the Opportunity:
The SENIOR CUSTOMER SERVICE REPRESENTATIVE plays a crucial role as a communicator for the organization's providers. This position ensures customers are informed about available programs and services, promotes superior customer service, and works proactively to resolve service issues. The role contributes to maintaining and improving service quality, directly impacting customer satisfaction and organizational effectiveness.
Responsibilities:
Represent the organization and act as key communicator for providers.
Educate customers about programs and services.
Promote commitment to superior customer service.
Proactively and reactively resolve potential and existing service issues.
Identify root causes of issues and collaborate to minimize or eliminate them.
Occasionally shadow and train new staff.
Receive and record customer concerns via phone, resolving them per corporate guidelines.
Serve as liaison among physicians, health plans, and IPA staff.
Interpret provider and health plan contracts to provide accurate responses.
Log issues requiring resolution or follow-up in the Customer Service Tracking database.
Organize workload for efficient and timely issue resolution.
Respond to callers promptly following departmental guidelines.
Participate in telephonic surveys as required.
Adhere to department and organizational guidelines to meet goals.
Maintain department standards for call quality and quantity.
Foster interpersonal relationships with empathy and professionalism.
Perform additional duties as assigned by the Customer Service Supervisor.
Requirements:
High School Diploma, GED, or equivalent experience.
Minimum age of 18 years.
Familiarity with computer and Windows PC applications; ability to learn complex systems.
Typing speed of 40-50 words per minute.
Ability to work full-time Monday through Friday with flexible 8-hour shift schedules between 7:30 am and 4:00 pm PST; occasional overtime may be required.
Preferred Qualifications:
Over 2 years of office experience in medical scheduling or training.
At least 1 year of experience in claims processing or customer service.
At least 1 year of authorization/referral processing experience.
Knowledge of standard billing practices.
Ability to interpret provider and health plan contracts.
Telecommuting Requirements:
Secure handling of sensitive documents.
Dedicated work area providing information privacy.
Residence with access to approved high-speed internet connection.
Soft Skills:
Strong organizational skills.
Excellent communication and presentation abilities.
Good grammar, voice, and diction.
Ability to maintain composure.
Pay Range and Compensation Package:
Hourly pay range from $18 to $32 based on factors such as location, education, and experience.
Benefits & Perks:
401(k) contribution.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
Yes