Customer Service Representative

Job Summary and Responsibilities

The purpose of this position is to answer incoming telephone calls/data entry-processing mail and resolve customer questions, complaints and requests while adhering to internal policies and procedures and utilizing working knowledge of the organization's services to meet productivity and quality standards.

• Prepare and mail notice of decision and other program letters
• Aid callers with Atrezzo and Care Connection. general program and other questions/concerns
• Develop and maintain working knowledge of internal policies, procedures, and services (both departmental and operational)
• Utilize automated systems to log and retrieve information; Perform accurate and timely data entry of electronic faxes
• Receive inquiries by telephone, email, fax, or mail and communicate responses within required turnaround times
• Respond to telephone inquiries in a prompt, accurate, and courteous manner following standard operating procedures
• Interact with external partners such as hospitals, physicians, beneficiaries, or other program recipients
• Perform verification of healthcare services to facilitate payment for received services
• Serve as liaison between the internal and external partners
• Meet or exceed standards for call volume and service level per department guidelines
• Initiate cases by collecting and entering demographic, provider, and procedure information into the system
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules
• Initiate cases by collecting and entering demographic, provider, and procedure information into the system
• Other duties as assigned

Qualifications

• Candidates must have a high school diploma or GED equivalent (advance degree/certificate preferred)
• 1-2 years in an administrative support or customer service position
• The preferred candidate will possess knowledge of the Aged and Disabled Wavier, Personal Care and/or Nursing Home-PAS program policies and procedures
• Excellent customer service and communication skills
• Must be able to multi-task and prioritize

Benefits

• Comprehensive health plans
• Paid time off
• Retail savings
• Corporate wellness
• Educational assistance
• Corporate discounts

Pay

The pay range for this position is USD $15.85 - USD $16.00 /Hr.