Customer Service Representative

Role Overview

• Display confidence, passion for service, and practice empathetic listening while connecting with Independent Health members.
• Actively listen, assess needs and utilize system tools to address and resolve inquiries.
• Research complex issues pertaining to benefits, claims, plans, and eligibility across multiple databases.
• Make appropriate process or regulatory determinations and follow escalation procedures when deemed appropriate.
• Document calls accurately and timely.
• Maintain technical knowledge regarding Independent Health’s contracts and benefits and working knowledge of policies, procedures, and updates daily.
• Attend required training sessions as needed (including remote and onsite learning).

Requirements

• High school diploma or GED required.
• Prior experience and success working in a customer service focused environment required.
• Previous experience working in a call center preferred.
• Knowledge of CPT codes, ICD-9 coding, and medical terminology preferred.
• Excellent written and verbal communication skills.
• Ability to communicate with internal and external customers effectively and efficiently.
• Must be able to work collaboratively.
• Ability to think critically and listen with intent to understand.
• Ability to adapt behavior based on constructive feedback to improve job performance.
• Proficient in problem solving and ability to prioritize accordingly.
• Microsoft Office experience required with the ability to talk and type simultaneously.
• Must demonstrate proficiency in balancing keyboard accuracy with speed, the ability to correctly transmit data, and the ability to work efficiently while producing excellent customer service experiences.
• Strong organizational and time management skills.
• Ability to assume responsibility and maintain confidentiality.
• Strong sense of accountability is required.
• Flexibility to work additional hours as required by department.
• Flexibility in shift assignment required.
• Must have availability to work a shift between 8:00 a.m. and 8:00 p.m. during normal business hours.
• Weekend shifts and holidays may occasionally be required.
• Ability and willingness to meet with customers face to face at alternate locations when business needs require.

Benefits

• Health insurance
• Flexible work arrangements
• Paid time off
• Scorecard incentive