Healthcare Customer Service Representative

Conduent delivers mission-critical services and solutions on behalf of companies and governments. The Healthcare Customer Service Representative provides phone-based customer support, resolves complex and escalated inquiries, updates databases, and delivers empathetic service while meeting performance goals and service-level agreements.

Responsibilities:

• Provides 24/7 phone coverage for our partners and handles inquiries
• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution
• Identifies customer needs by referring to case notes and examining each as a specific case
• Performs routine call center activities concerning business products and services
• Uses standard scripts and established guidelines and under supervision, to meet SLAs
• Provides customers with information that is specialized and communicated in a warm empathetic manner
• Gathers all necessary information to update the database
• Escalates issues to senior levels, based on complaints or concerns
• Explains company policies to customers
• Expand skills within an analytical or operational process and maintain appropriate license, training, and certifications
• Apply experience and skills to complete assigned work
• Works within established procedures, practices, and with a moderate degree of supervision
• Performs business support or technical work, using data organizing and coordination skills to complete assignments and in some areas, requires vocational training, certifications, licensures, or the equivalent experience
• Provide day-to-day contracted services to external clients and contracted services may include technical or non-technical customer support, transaction processing and sales & marketing services
• Performs other duties as assigned and comply with all policies and standards

Requirements:

• Must be 18 years of age or older
• Have a High School Diploma or an equivalent of education required
• Have legal authorization to work permanently in the United States without requiring a visa transfer or visa sponsorship
• Must have MS Office experience-ability to proficiently use Word and Outlook
• Must be able to work weekends and some holidays (some nights, weekends, holidays as this is a 24/7 operation)
• Customer service or call center experience preferred
• Must have Customer Service Experience in a Call Center environment is preferred
• Must have experience working with Medical Insurance, Medicaid or Pharmacy Benefits preferred
• Strong customer service, communication, and problem-solving skills
• Experience handling escalated customer concerns and complex issues
• Positive and energetic attitude
• Ability to communicate clearly and confidently
• Ability to multi-task and manage time effectively
• Attestation to detail, grammar, and spelling accuracy
• One year of medical insurance or medical office experience, preferred
• Computer system experience with data entry and database documentation knowledge
• Previous call center in a customer service background environment
• Experience handling inbound customer support calls