Call Center Representative

Role Overview

**THIS IS A TEMP TO HIRE POSITION**
Pay is $26/hour

About the role

The Participant Services Call Center is seeking a professional, outgoing, and energetic Call Center Representative with strong customer service skills and exceptional telephone etiquette.

Responsibilities

• Handle a high-volume of incoming Participant calls and inquiries in a professional and courteous manner, covering topics related to benefits, eligibility, claims, pension, premiums payments, legal documentation, account numbers, addresses, beneficiary designation, Coordination of Benefits records, Life Insurance, COBRA, etc.
• Maintain accurate and detailed records of Participant interactions in our Customer Relationship Management System (CRM).
• Provide exceptional customer service, promptly and effectively addressing participant concerns and resolving issues with empathy and care.
• Demonstrate understanding of MPI policies, processes, and plan knowledge to assist callers with their inquiries.
• Meet established call center performance metrics as an individual to assist the department in reaching departmental goals and company objectives of high quality calls providing customer satisfaction, first-call resolutions, and short wait times.
• Attend, retain, and communicate classroom or virtual training concepts as dictated by needs of the business.
• Ensure consistent and punctual attendance as required by the role and maintain a reliable presence in the workplace.

Requirements

• Minimum high school diploma or equivalent.
• Minimum of 2+ years of experience in customer service in a high call volume/call center environment.
• Benefit plan administration and/or previous health plan experience preferred.
• Possesses clear, effective, and strong oral and written communication skills, explaining complex issues and confirming understanding.
• Exhibits pleasant and professional telephone etiquette and phone voice.
• Demonstrates excellent attendance and punctuality with the ability to work overtime as needed.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Able to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Demonstrates good interpersonal skills, interacting effectively with co-workers and Participants.
• A flexible team player with a positive, cooperative, and helpful attitude, adhering to organizational values.
• Maintain confidentiality, adhere to HIPAA and departmental policy guidelines.
• Intermediate PC skills, including Windows; MS Word, MS Excel, PowerPoint, and a familiarity with CRM systems.
• Strong technical skills.
• Accurate typing skills of 45 words per minute and preferred 10-key skills by touch.
• Able to accept direction and developmental guidance from supervisor.
• Be available, accessible, and accountable to receive notifications related to unique scheduling needs (e.g., unexpected volume spikes, disaster recovery, etc.).

Qualifications

• Ability to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Able to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail