Customer Service Representative

Management and Network Services, LLC (MNS) provides technology-enabled managed care solutions for skilled nursing facilities across the United States. The Customer Service Representative responds to partner and stakeholder inquiries, provides information about MNS services and platforms, resolves issues, documents interactions, and supports a positive customer experience. The role also guides users through platform features and collaborates with internal teams to improve processes and service delivery.

Responsibilities:

• Responds to inquiries from SNF partners and other stakeholders, provides accurate information about MNS services and platforms, and resolves issues in a timely and professional manner
• Handling phone and email communications, documenting interactions in internal systems, and escalating complex concerns to appropriate departments when needed
• Maintaining up-to-date knowledge of managed care processes and MNS tools, guiding users through platform features, and supporting a positive overall customer experience
• Collaboration with internal teams to identify trends, improve processes, and enhance service delivery is an important part of this role

Requirements:

• Demonstrated skills in Customer Service and Customer Support, with a focus on responsiveness and professionalism
• Experience contributing to Customer Satisfaction through effective problem-solving and clear communication
• Ability to enhance the overall Customer Experience by building rapport and providing helpful, accurate guidance
• Background working in roles similar to Customer Service Representatives
• Strong verbal and written communication skills and active listening abilities
• Proficiency with basic computer application, and the ability to learn new platforms quickly
• Organizational skills to manage multiple inquiries, prioritize tasks, and maintain detailed records
• High level of integrity, reliability, and a commitment to maintaining confidentiality and compliance standards
• High school diploma or equivalent required
• preferably in healthcare, insurance, or managed care environments
• additional education or training in business, healthcare administration, or a related field