Customer Service Rep (Level Care) -Remote [PA, DE, NJ]

About the role

This role is designated as fully remote. The incumbent will not be required to report to one of Independence’s physical office locations to perform the work. Work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

To ensure an engaging learning experience, our training program will include an onsite component. All participants are expected to be physically present at our 1900 Market Street, Philadelphia office location for a total of nine (9) days, distributed across three (3) separate weeks during the 12-week training period. Specific onsite training weeks will be communicated in advance to allow for proper planning.

Responsibilities

• Attains and keeps current with the knowledge and skills required to provide information, service, and assistance in response to all inquiries.
• Available as assigned to accept calls in a professional and courteous manner.
• Determines the nature of the call and takes all possible action, including research, completing forms, or any follow-up, to expeditiously ensure the provision of accurate information, service, and assistance upon first contact.
• Acquires knowledge of all claims systems applications and member service systems.
• Prepares and forwards appropriate requests to operating areas to accomplish action required as a result of the inquiry.
• Checks internal system inboxes to ensure completion and follow-up action.
• Obtains required information and makes a callback when necessary to complete action on inquiries.
• Meets quality performance standards and works within established time frames.
• Acknowledges each piece of mail and responds to written inquiries either by telephone or letter as required in a professional manner.
• Advises the Supervisor when any accountabilities cannot be performed because of matters beyond the control of the Representatives, such as system, procedural, or administrative errors that indicate a trend.
• Demonstrates ability to ask effective probing questions and deescalate challenging member inquiries and concerns.
• Supports the area in the ongoing use of TQM principles in a continuous quality improvement process.
• Performs other duties as assigned.

Schedule

The Call Center is open from 8:00 AM–11:00 PM EST. Flexibility with these hours is required as business needs dictate. An 8% shift differential is offered for those working the later shifts.

Requirements

• Must have an Android or iOS device compatible with the free Microsoft Authenticator app.