Customer Service Representative

AmeriHealth Caritas is a mission-driven organization focused on providing health care solutions and building healthy communities. They are seeking a Customer Service Representative to respond to member inquiries and provide support regarding benefits, eligibility, and wellness programs, ensuring a positive customer experience.

Responsibilities:

• Demonstrate a passion for providing superior customer service to our customers and continually seek to understand the needs of those we serve
• Create accurate and timely member documentation concerning all inquiries taken in accordance with established protocols to ensure resolution is provided and presented in a clear and accurate manner
• Present and project a positive image of the company in and out of the office to fellow associates, members, providers, and the community by being courteous, helpful, energetic, respectful, and polite
• Strive to resolve an inquiry on first contact while ensuring that the inquiry has been addressed to the customer’s satisfaction by using all resources efficiently and timely
• Provide feedback and/or solutions to the supervisor to ensure continuous process improvement and provide a better customer experience
• Creates and supports an environment that fosters teamwork, cooperation, respect, and diversity
• Maintain an awareness of all product knowledge information
• Able to respond positively to support change within the department and the company
• Willing to be flexible regarding job responsibilities and schedule, not limited to but including, overtime and holidays, as a result of contractual business requirements
• Routinely meet or exceed contact center key performance indicators
• Perform other duties as assigned

Requirements:

• High School diploma or GED required
• 1 year prior customer service experience required
• Excellent judgment and decision-making skills in dealing with complaints and sensitive requests required
• Ability to use PC applications in an MS Windows based required
• Call center experience taking in-bound and/or out-bound calls preferred
• Prior experience in the healthcare or managed care industry preferred