Customer Service Representative- Health Plan

Sanford Health, the largest rural health system in the United States, is dedicated to transforming the health care experience. They are seeking a Customer Service Representative to provide effective handling of phone calls from members and providers, ensuring a positive experience while addressing inquiries and promoting self-service options.

Responsibilities:

• Provide effective and efficient handling of phone calls from or to Sanford Health members, providers, and colleagues ensuring a positive experience for all members in a fun and fast-paced atmosphere
• Quickly assess the level of complexity of cases and provide resolution or facilitate escalation of phone call inquiries
• Provides positive, consistent customer experiences by striving for excellence in understanding and resolving specific requests while showing patience, empathy, compassion and sincerity
• Responds to customer questions via inbound and outbound telephone calls and written correspondence
• Partners with other Sanford Health departments as needed to coordinate on inquiries requiring in depth research to ensure customer satisfaction regarding member and provider questions
• Thoroughly documents interaction for accurate tracking and analysis
• Promote the usage of self-service to callers as appropriate
• Provide end-user support including navigational questions, basic system issue resolution (e.g., self-service), and escalation as applicable
• Highlight opportunities to address common inquiries through existing or new self-service functionalities
• Identify opportunities to address common inquiries through improved knowledge management system content and improved methodologies
• Ensure compliance with all corporate data administration rules, data security standards, as well as Sanford Health policies and procedures
• Follow all Customer Service policies, processes and guidelines
• Ability to deliver high quality customer service consistently in a professional manner
• Ability to follow strict policy guidelines
• Ability to deal effectively with dissatisfied customers
• Strong communication skills
• Flexibility to accommodate staff scheduling changes
• Strong customer service focus
• Strong interpersonal and listening skills
• Ability to handle multiple customer requests in a timely manner
• Attention to detail (particularly with entering data)
• Ability to follow standard operating procedures
• Must have a positive attitude, the ability to learn quickly, and adapt easily to change

Requirements:

• High school diploma or equivalent preferred; bachelor's degree is preferred
• Minimum of one year experience in providing customer service
• General computer skills including the ability to use the range of Microsoft products (MS Office, Outlook/Exchange)
• General organizational and proficient problem solving skills