Customer Service Associate Representative

Pyramid Consulting, Inc. is seeking a Customer Service Associate Representative for a contract opportunity. The role involves conducting research, making outbound calls, and providing customer service support while adhering to performance metrics.

Responsibilities:

• Need a hard-wired internet set up with at least 5 mbps of upload speed and 10 mbps download speed
• Must be able to work any shift between 8am-8pm EST Monday-Friday
• Conducting research on each case, reaching out to the physician's office, making out bound calls to our members, and fielding incoming calls from members
• Track and communicate system errors in an expediential and thorough manner
• Self-report metrics successfully and regularly
• Take requests for care management from patients, physician offices or imaging centers
• Research issues regarding the certification process and forward to the appropriate parties
• Delivers basic technical, administrative, or operative Customer Service tasks
• Performs simple data entry, sorts requests, and maintains files
• Understands simple instructions and procedures
• Performs Customer Service duties under direct instruction and close supervision
• Work is allocated on a day-to-day or task-by-task basis with clear instructions
• Entry point into professional roles

Requirements:

• Need a hard-wired internet set up with at least 5 mbps of upload speed and 10 mbps download speed
• Must be able to work any shift between 8am-8pm EST Monday-Friday
• Conducting research on each case, reaching out to the physician's office, making outbound calls to our members, and fielding incoming calls from members
• Track and communicate system errors in an expediential and thorough manner
• Self-report metrics successfully and regularly
• Take requests for care management from patients, physician offices or imaging centers
• Research issues regarding the certification process and forward to the appropriate parties
• Delivers basic technical, administrative, or operative Customer Service tasks
• Performs simple data entry, sorts requests, and maintains files
• Understands simple instructions and procedures
• Performs Customer Service duties under direct instruction and close supervision
• Work is allocated on a day-to-day or task-by-task basis with clear instructions
• Entry point into professional roles
• Utilize the script pathway to educate members on facilities, screening options, and alternative treatments, and ask follow-up questions to determine their best options
• Meet or exceed performance metrics related to scheduling appointments and appointment confirmations
• Consistently multitask and conduct research on each case, toggling through various applications on multiple screens
• Ability to be empathetic understanding that we are dealing with sensitive content with our members
• Phone skills
• Computer skills
• Basic Microsoft Excel, Microsoft Outlook, and Web-ex Teams (Internal) skills
• Must be able to type more than 30 words per minute
• must have basic computer understanding/skills
• High School diploma or equivalent
• 1+ year previous experience in a contact center setting on outbound calls or dialer experience ideally preferred, and or telephonic sales experience
• Customer Service Skills (history of customer service exp) preferred