Customer Service Representative
Job title: Customer Service Representative in Alamo, NV at
Company:
Job description: Immediate need for a talented Customer Service Representative . This is a 06+months contract to opportunity with long-term potential and is located in OR, WA and NV,AZ (Remote). Please review the job description below and contact me ASAP if you are interested.Job ID:25-70703Pay Range: $19 - $19.32/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).Key Responsibilities:
- Location: OR, WA and NV,AZ (Remote) .
- Shift: 8am- 4:30pm PST Training - 30 min Lunch-CAMERA ON Will most likely cover the hours of 8am - 7pm Mon- Fri
- Advocates support inbound calls in a fast-paced environment, helping callers understand their benefits.
- Advocates are dedicated to addressing inquiries, issues, or concerns for both members and providers.
- Leverages a variety of communication channels to deliver timely, accurate, and personalized support during routine calls, with an emphasis on achieving First Call Resolution (FCR).
- Expected to adhere to attendance policy
- Expected to meet Key Performance Indicators (KPI) Metrics
- Average Talk Time
- Average Hold Time
- Average After Call Work
- Scheduled Adherence
- Meet Quality Assurance Exceptions
- Adhere State Regulatory Standards (Appeals & Grievances, Call Drivers, ect.)
- All Advocates are expected to mitigate and prevent complaints from being escalated to resolve in initial contact.
- Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution.
- Maintains performance and quality standards based on established contact center metrics.
- Provides customer service in a high pace contact center environment over the phone, via live chats and emails.
- Documents all members or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
- Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance.
- Performs other duties as assigned
- Complies with all policies and standards
- Teamwork that provides solutions
- Client is the largest Medicaid managed care organization in the United States.
- We are proud to be the nation's largest insurer on the Health Insurance Marketplace and a leader in managed long-term services and support.
- Our company has become a multi-national, multi-billion-dollar corporation recognized as a global leader in the healthcare industry.
- We achieved this position by committing ourselves to improving the health and wellbeing of individuals and families; and by fostering cultural emphasis on high growth and strong performance.
- Opportunity to further capitalize on clinet's management depth and culture of excellence, as well as further align our organizational structure with the Company's strategic objectives.
- Respected work/life balance .
- A leadership team that works on improvement across the board.
- Does not hold company values: Accountability, Courage, Curiosity, Trust, and Service.
- Does not have computer basics.
- Inability to multitask.
- Fixed mindset (Instead of growth mindset).
- Inability to work in a fast-paced environment.
- Inability to prioritize tasks.
- Key Skills:Customer service, Call Centre, Outbound calling, healthcare, member service .
- Multitasking- interacting and multitasking using multiple systems and programs simultaneously
- Active listening
- Coachable
- Team player
- Health Care Systems; Medi-Cal
- Phone Etiquette
- High School diploma or GED.