Customer Service Representative, CC

Responsibilities

• Supports the Care Coordination Department by answering the ACD telephone line, determining call urgency and routing calls appropriately
• Responds to member and provider issues and questions received through the Care Coordination ACD line
• Provides excellent customer service and communicates with others in accordance with Partnership standards and expectations
• Communicates clearly and effectively through all mediums of communication with members, providers, vendors, community partners, and Partnership employees
• Responds to inquiries in a timely manner
• Drafts documentation as appropriate
• With direction, initiates and processes referrals to appropriate programs in accordance with department policies, and communicates referral outcomes to referral source
• Works with internal departments, providers, and external organizations to resolve issues as needed
• Manages the Care Coordination regional helpdesk and routes emails or enters referrals appropriately
• Supports coordinators and health care guides as needed

Qualifications

• High School Diploma or equivalent
• Minimum three years Administrative Experience Required
• Two (2) Years Of Experience working in a health care setting recommended
• Strong written and oral communication skills
• Advanced computer skills, including proficiency in multiple software applications including Microsoft Office Suite and SharePoint
• Strong organizational and multitasking skills
• Excellent interpersonal and customer service skills
• Bilingual skills in Spanish, Tagalog, or Russian may be preferred