Customer Service Representative I

Versant Health is one of the nation’s leading administrators of managed vision care, serving millions of members nationwide. We are driven by our mission to help members enjoy the wonders of sight through healthy eyes and vision.

About the role

The Customer Service Representative I responds to customer service inquiries including benefit information and timely fulfillment of requests for Versant Health Membership, Providers, and Client Representatives. Acting as a liaison with internal and external business partners to provide an exceptional customer service experience.

Responsibilities

• Provide exceptional customer service while answering incoming Member and Provider telephone inquiries in a respectful and courteous manner.
• Use proprietary systems to respond to customer inquiries and requests, adhering to defined customer service standards (e.g., knowledge of in/out-of-network co-pays, non-plan allowances/retail value, and various network relationships).
• Act as a liaison coordinating efforts between Members, Providers, Client Representatives, and manufacturing facilities.
• Demonstrate flexibility in work schedule as business needs require.
• Identify and perform requirements relative to specialty services (e.g., student proof, prior approval, medically necessary contacts, special voucher/authorization processing, requesting enrollment cards, and out-of-network requirements) and/or order entry.
• Shadow perspective and new associates during initial instruction, providing feedback to the hiring management team and trainer.
• Probe and identify the critical content of inquiries and route callers appropriately.
• Achieve and maintain individual Key Performance Indicators (e.g., quality, adherence to schedule) at acceptable departmental levels while supporting organizational performance measures.
• Adhere to company core values, including privacy, confidentiality, and proprietary company policies and procedures (e.g., HIPAA).
• Participate in training and educational activities necessary to fulfill departmental goals and maintain professional affiliations or organizational requirements.
• Review educational notifications and remain current on procedural changes.
• Ensure regular and reliable attendance.
• Meet or exceed all performance expectations.
• Perform other duties as assigned.

Requirements

• Minimum High School Diploma or GED.
• Minimum 1 year of related experience.
• Knowledge and experience in the insurance, health, or vision care industry preferred.
• Proficiency in Microsoft Office.

All Associates must comply with HIPAA and Security Requirements, including protecting covered information, cardholder data, or other confidential customer information.

Benefits

• Health and dental insurance.
• Tuition reimbursement.
• 401(k) with company match.
• Pet insurance.
• No-cost-to-you vision insurance for you and your qualified dependents.

There are many opportunities for advancement and development throughout all stages of your career with us.

Pay

The wage range for this position is $16.50 to $17.50 per hour.

Schedule

• Training: Monday–Friday, 9:00 AM–5:30 PM EST.
• Regular shift: Monday–Friday, 10:30 AM–7:00 PM EST.