Remote Customer Service Representative

Signature Performance, Inc. is a solutions-based organization focused on lowering healthcare administrative costs for federal agencies and providers. They are seeking a Remote Customer Service Representative to assist healthcare providers and veterans by answering incoming calls, gathering necessary information, and ensuring first call resolution and caller satisfaction.

Responsibilities:

• Conduct every transaction with a customer-focused, courteous approach that will ensure first call resolution and achieve quality scores while maintaining production standards
• Research and evaluate medical claims and benefits for proper adjudication
• The systems used include using client systems, soft phone systems, and customer relationship management software
• Document call activity and make requests for corrective action into VA systems
• Maintain a working knowledge of applicable VA regulations as they relate to 72-hour notification requirements
• Maintain access to all client systems, as assigned
• All calls must be completed and cleared by the end of each scheduled shift
• Team members are expected to remain logged in and available until the end of their shift
• All active calls must be fully resolved or appropriately handed off prior to logging off of systems
• Act as an effective team member
• Other duties as assigned

Requirements:

• High School Diploma or GED required
• General office skills and knowledge of standard office equipment
• Working knowledge of software such as Excel and Word
• Data entry and 10 key experiences necessary
• 1 or more years' experience in customer service
• Successful completion of pre-employment test by passing the Criteria Basic Skills test with a cumulative score of 25 or greater, Computer Literacy and Internet Knowledge test with a cumulative score of 20 or greater, and the Typing Test with a cumulative score of 25 or greater
• Must have a REAL ID-compliant driver's license or identification card (ID) or an approved alternate form of ID including U.S. Passport (non-expired), U.S. Passport Card (non-expired), DHS Trusted Travel Card (Global Entry, NEXUS, SENTRI, FAST) (non-expired), US Department of Defense ID, including IDs issued to dependents (non-expired), Federally recognized Tribal issued ID (non-expired) for federal facility access and to obtain required security clearances
• 1 or more years' experience in a healthcare and/or call center position
• Successful completion of pre-employment test by passing the Criteria Basic Skills test with a cumulative score of 32 or greater and Computer Literacy and Internet Knowledge test with a cumulative score of 22 or greater
• Excellent verbal and written communication skills
• Personal traits of a high-level commitment, motivation, energy, team orientation, professionalism, trust, personal honesty and integrity, and a demonstration of placing others in a place of high value