Customer Service Representative - Remote (limited geography)

AmeriHealth Caritas is a mission-driven organization with over 30 years of experience in delivering comprehensive healthcare solutions. The Customer Service Representative is responsible for supporting a diverse membership community by engaging with members and providers to address inquiries regarding benefits and eligibility.

Responsibilities:

• Conduct Welcome Calls to new members and perform Health Assessment Surveys as needed
• Provide member education and assists members with Primary Care Physician (PCP) selection and assignments
• Assist with access to care and wellness programs
• Demonstrate passion for providing superior customer service to our members and continually seek to understand the needs of those we serve
• Follow internal processes and procedures to ensure all activities are performed in accordance with departmental and company policies and procedures
• Create accurate and timely 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 inquiries have been addressed to the customer’s satisfaction by using all resources in an efficient and timely manner
• Provide feedback and/or solutions to supervisor to ensure continuous process improvement and provide better customer experience
• Create and support an environment which 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
• Routinely meet or exceed contact center key performance indicators
• Perform other duties as assigned

Requirements:

• High School Diploma or GED
• 1-year of prior customer service experience
• Experience in the healthcare or managed care industry is preferred but required
• Proficiency in PC applications within a Microsoft Windows environment
• Demonstrated verbal and written communication skills combined with listening and problem-solving ability to identify needs, seek solutions and resolve customers' concerns
• Ability to work well in a team environment and willingness to learn and adopt customer service methods and practices