Healthcare Inbound Customer Service Agent - Remote

This is a remote position open to any qualified applicant in the United States.

About the role

Our Cognizant leadership team, working with our client, is seeking experienced healthcare professionals to join our established Health Care Inbound Customer Service team. The full-time position is 100% remote, working a day shift. We are looking for highly motivated healthcare customer service professionals, preferably with a call center background, who thrive in a fast-paced environment.

Responsibilities

• Address the needs of inbound callers with the goal of first call resolution, following established call flows and work processes as supplied by the client and in accordance with accepted coverage guidelines, ensuring all mandated government and state regulations are consistently met.
• Determine when to reach out to internal partners and how to internally refer issues, including claims, provider searches, location of resources, obtaining an interpreter, processing billing payments, referring enrollment issues, and helping callers understand benefits.
• Maintain a high level of accuracy and attention to detail while working within documentation guidelines, on proprietary software, utilizing dual screens and multiple applications.
• Check two email accounts daily and stay up to date on call handling resources through continual document review and completion of mandated knowledge checks as assigned.
• Live-document all caller interactions in accordance with Quality Assurance Guidelines and maintain an average monthly rating as defined for the site.
• Adhere to slated schedule, maintaining minimum Production and Adherence standards by being either on a call or readily waiting for a call.
• Demonstrate exceptional attention to detail and willingness to learn, adapt, and interact with individuals who may be angry, frustrated, or calling to complain, while helping to ease the abrasion between the member and the plan.
• Work overtime and/or a flexible schedule based on business, client, and/or account needs.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED (proof will be required).
• Minimum of 2 years of previous customer service experience in healthcare (call center experience preferred).
• Knowledge of professional telephone etiquette and soft skills.
• Analytical and problem-solving skills.
• Proficiency in Microsoft Office Suite – Word and Excel (required).
• Demonstrated experience using dual monitors, multiple applications, and phones simultaneously.
• Excellent written and verbal communication skills.
• Ability to meet deadlines and work under pressure.
• Excellent time management and organizational skills.
• Accurate keyboard skills and proven ability to enter data at a required speed.

Pay

The hourly rate for this position is between $17.00 and $19.00 per hour, depending on experience and qualifications.

Benefits

• Medical, Dental, Vision, and Life Insurance.
• Paid holidays plus Paid Time Off.
• 401(k) plan and contributions.
• Long-term and Short-term Disability.
• Paid Parental Leave.
• Employee Stock Purchase Plan.
• Discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.