Representative II, Customer Care Order Placement

Job Summary

Responsible for answering inbound calls from customers, caregivers, and applicable referral sources regarding various medical supplies while having sincere interest in the speaker. Processes orders for new and existing customers, collects necessary information for insurance billing; collects payment as needed. Operates company provided hardware and navigates multiple computer programs throughout the day to address customer's concerns.

Responsibilities

• Answer incoming phone calls from customers, caregivers, and applicable referral sources regarding various medical supplies while having sincere interest in the speaker
• Ability to handle high call volumes consistently throughout the workday that range in complexity and sensitivity while maintaining composure with customers
• Process orders for new and existing customers, collecting necessary information for insurance billing; collect payment as needed
• Operate company provided hardware and navigate multiple computer programs throughout the day to address customer's concerns
• Consults with Supervisor or Team Lead on complex and unusual problems
• Adhere to business processes to ensure all work is being done compliantly and in accordance with regulatory standards
• Navigate multiple systems and consult with internal resources to provide order status updates to achieve first time call resolution
• Interpret the meaning of insurance terminology, plans and documentation and explain what it means in an easy-to-understand way
• Explain our products and offerings to our customers to ensure compatibility with customer conditions
• Identify and communicate appropriate next steps and expectations to customers based upon system messaging, insurance requirements, and order placement process

Qualifications

• High school diploma, GED or equivalent, or equivalent work experience, preferred
• 1-3 years' experience in high volume call center where communication and active listening skills have been utilized, preferred
• Previous experience working in a remote/work from home setting is preferred
• Prior experience working with Microsoft Office is preferred
• Prior experience working with order placement systems and tools, preferred
• Customer service experience in prior healthcare industry, preferred
• Root cause analysis experience, preferred
• Familiarity with call-center phone systems, preferred
• Excellent Phone Skills with a focus on quality
• Previous experience being able to achieve daily call center metrics including but not limited to average handle time, adherence, average speed to answer, and/or QA

What is expected of you and others at this level

Applies acquired job skills and company policies and procedures to complete standard tasks. Works on routine assignments that require basic problem resolution. Refers to policies and past practices for guidance. Receives general direction on standard work; receives detailed instruction on new assignments. Consults with supervisors or senior peers on complex and unusual problems.

REMOTE DETAILS

You will work from home, full-time. As a work from home employee, the expectation is that you have your camera on when participating in your onboarding/training activities. Please note that work from home is not a substitute for childcare or eldercare, arrangements must be made ahead of your start date. You will be required to have a dedicated, quiet, private, distraction free environment with access to high-speed internet.

Internet requirements

• Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, WIFI extenders, Cellular/Hot Spot connections are NOT acceptable.
• Download speed of (25Mbps – Minimum) but (50Mbps – Recommended) if nobody else at home streaming.
• Upload speed of (10Mbps – Recommended)
• Ping Rate Maximum of 30ms (milliseconds)
• Hardwired to the router
• Surge protector with Network Line Protection for CAH issued equipment

Benefits

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs