Customer Service Rep

TriWest Healthcare Alliance is dedicated to serving Veterans by connecting them to health care in the community. They are seeking a Customer Service Rep to provide outstanding customer service related to Veteran care through the Community Care Network, managing inbound and outbound communications while ensuring first call resolutions.

Responsibilities:

• Manages multiple task lists in accordance with directed timelines. Meets call volume, chat volume, schedule adherence, quality, Veteran appointment, and other production standards
• Initiates and receives phone calls, chat messages, and emails from VA medical center staff and providers to answer claims, eligibility, benefit, and program questions. In select markets, facilitates appointment scheduling of Veterans through outbound solicitation to providers. Records preferences and tracks Veteran questions thoroughly in the TriWest’s Customer Relationship Management systems and Portal, as well as VA’s HSRM systems
• Consistently displays professional and courteous service skills to internal and external customers
• Accurately resolves VA and provider inquiries with a focus on first call resolution
• Protects the privacy of health information of patients when using or disclosing Protected Health Information (PHI)
• Takes appropriate measures to comply with HIPAA regulations to protect privacy of customers' health information
• Documents all communications involving Veteran and provider contacts. Uses critical thinking in problem solving and follows established processes to assure quality program compliance
• Consistently meets department productivity and performance metrics to include regular and consistent attendance
• Participates in cross training, employee development, and flexible assignments to ensure business needs are met

Requirements:

• High School diploma or GED
• One year experience in a customer service role with performance metrics
• Experience using Microsoft Office products and the Internet
• Healthcare industry experience to include knowledge of health services
• Contact center experience to include call center chat messaging
• Military experience focusing on service delivery