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Job Details

Customer Service Representative 2

Fort Wayne, IN

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Duration:0-12 month(s)

Job Description:
Customer Service Representative
At Healthcare, our goal is to make paying and saving for healthcare as simple as possible for our customers'.

This role requires partnering closely with the customer to provide valuable insights, education and to provide direction for on-line support that would be most value to our customers.
This journey begins as temporary position with potential for fulltime with benefits.
Effective Communication – It is critical to listen and understand the incoming call to ensure the members issue is quickly identified. Ability to maintain composure while handling difficult conversations and de-escalating the call. Demonstrate soft skills (i.e. caring, empathy, positive attitude and tone) to drive effective communication with the member
Customer Focus – While keeping the member at the center of everything we do, we will empower our employee's to achieve First Call Resolution by actively listening, resolving issues, providing follow-up, give education, and coaching to minimize call backs.
Consultative – Provide necessary education and/or direction to the member on the claim filing process, available products and screen share” to assist with website navigation.
Decision Making / Problem Solving – making use of available tools and resources to make informed decisions to assist our members.
Key Responsibilities
Accountable for provides high-quality, customer-focused telephonic service using knowledge of procedures and systems to meet and/or exceed member satisfaction while educating constituents on Payflex policies and programs
Consult with members to support easy navigation of the available online tools, from checking an account balance to submitting claims.
Accountable for resolving issues without management intervention to remove barriers for the member.
Accountable to protect sensitive member information with discretion
Responsible for all levels of member engagement, while prioritizing effectively to meet member service goals / deadlines

Background/Experience Required

Prior call center experience preferred, but not required
Computer knowledge and skills, comfortable learning new systems
Able to learn, memorize and retain information
Basic understanding of medical / reimbursement terminology preferred, but not required
Can adapt to a fast paced environment
Able to work hours of 11:30 am-8:00pm EST.
High School Diploma / GED, preferred
Ability to work overtime to meet business needs

Additional Job Details:
The agents will attend 4 Weeks of Training , M-F from 8:00 am to 4:30 pm. After training, they will have 7 days of Transition Time at the same schedule, M-F from 8:00 am to 4:30 pm. Once the agents are out of transition they will start their regular shift of 10:30 AM – 7:00 PM.

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