As a Customer Experience Representative, you will have the opportunity to respond telephonically and electronically to inquiries from healthcare providers and clients regarding benefits and claims.
Gain full understanding of Employee Assistance Programs and Managed Care products and transfer knowledge into satisfying our caller's needs and concerns
Allow the caller to express their needs, concerns, and questions without interruption
Listen effectively in order to identify and respond to the needs of the caller while remaining empathetic and assuring in matters of behavioral health
Read, comprehend and explain behavioral health benefits in a clear, concise and professional manner
Respond to call by providing correct benefit and status information while remaining professional and empathetic at all times. Information may include transferring or referring the caller to the appropriate department within ComPsych or conferencing the call with an outside party
Maintain the following consistently: an average call time of less than 4 minutes, after call work under 3 minutes, abandonment rate below 3%, resolve the customers issues, by remaining professional on the phone and end the call with the ComPsych close
Document the call efficiently with detail into software database
Identify and research claim errors and appropriately send written adjustments to the Claims Department
Establish and maintain strong relationships with Guidance Resources Unit, Care Management and Network Services team members within ComPsych
Partner with other customer service and claim team members to respond quickly to customer needs consistently and positively in order to foster a team environment
Bi-lingual Spanish a plus
Customer service inbound call center experience required
Experience working in insurance, benefits, healthcare or human resources-related services preferred
Knowledge of CPT/ICD-9 a plus
Stable work history required
Computer literacy in Microsoft Office Suite required
Additional Benefits We Offer
Our US headquarters are located in one of Chicago's premier buildings, the NBC Tower. Nestled between Michigan Avenue and Lake Michigan, ComPsych's downtown Chicago location is easily accessible by public transportation and has plenty of parking nearby.
Recently updated work environment
Full benefit package with paid holiday and vacation time
Breakfast on Fridays and snacks/juice daily
ComPsych Corporation maintains a drugfree workplace.
Website : http://www.compsych.com
ComPsych Corporation is the world's largest provider of employee assistance programs and is the pioneer and worldwide leader of fully integrated EAP, behavioral health, employee wellness, work-life, FMLA and absence management services under its GuidanceResources® brand. ComPsych provides expert resources to more than 35,000 organizations covering more than 95 million individuals in over 160 countries. By creating "Build-to-Suit" programs, ComPsych helps employers attract and retain employees, increase employee productivity and improve overall health and well-being. ComPsych’s passion to over-deliver on expectations, continual commitment to quality, ingenuity, unparalleled service and partnership allow us to custom-design products that fit our customers’ needs. Just as the business environment is constantly changing, so are our services – staying a step ahead of organizational challenges, adapting to business needs and always responding to the unique issues of employees.