Customer Service Representative-Clinical (Remote- $15/hr)

American Specialty Health Incorporated is seeking a Customer Service Representative to join our Customer Service-Clinical department. The primary function of this position is to answer incoming calls from Providers, Members, and Health Plans, assisting callers with a wide range of topics from benefit information to problem resolution.

Remote Worker Guidelines

This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. A stable internet connection is required, with a minimum speed of 50 Mbps download / 10 Mbps upload (100 Mbps download / 20 Mbps upload recommended) to support video meetings and consistent network performance.

Responsibilities

• Receive and respond to incoming telephone calls in a professional, accurate, timely, and courteous manner.
• Communicate professionally at all times, ascertaining the nature of the call and recording information in ASH proprietary systems.
• Look up caller information using proprietary ASH systems and provide timely responses.
• Forward logs requiring further research to the appropriate department.
• Utilize appropriate resources, including online tools, to ensure calls are answered within required timeframes and follow-up is completed promptly.
• Meet or exceed minimum key job accountabilities established for the Customer Service Representative position.
• Maintain a safe, secure, and healthy work environment by following all legal and compliance requirements.
• Complete all ASH and CSS trainings in a timely manner.
• Attend weekly staff and other meetings to discuss issues and foster teamwork among department personnel.
• Respond to requests from internal and external customers and/or clients as required.
• Perform other duties as assigned and comply with all policies and standards.

Qualifications

• High School Diploma or GED certificate required.
• 1 year of experience performing customer service duties; inbound call center experience preferred.
• Basic computer skills and ability to utilize and maneuver in multiple systems during a single interaction.
• Strong verbal communication skills.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task, and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Mobility & Physical Requirements

• Primarily sedentary; able to sit for long periods of time.
• Ability to see, speak, and hear other personnel and/or objects.
• Ability to communicate both verbally and in writing.
• Ability to travel within and around the facility or work-from-home (WFH) environment.
• Capable of using a telephone, computer keyboard, and mouse.
• Ability to lift up to 10 lbs.

Environmental Conditions

Work-from-home (WFH) environment.