Senior Assistant Customer Support

Summary

Member/Provider Agents are responsible for responding to basic to moderately complex member telephone calls in the 19 threshold languages, handling requests for claims detail reports (CDRs), responding to written member inquiries and conducting outbound call campaigns.

Your role in our mission

• Answers telephone calls using an automated system and responds to basic to moderately complex member questions and/or forwards calls to appropriate personnel.
• Research Member/Provider calls/inquiries and responds to appropriate parties in accordance with service level agreements (SLAs).
• Records calls in a customer relationship management (CRM) ticketing solution, resolves written member requests/inquiries and updates member history with results of inquiry to include proper documentation.
• Interfaces with team personnel, management, and customers in reference to customer service issues.
• Conducts outbound calls to members in response to voicemail inquiries, customer direction or other business needs.

What we're looking for

• High school diploma or G.E.D.
• 6 months minimum, prefer one or more years of customer service or other telephone experience
• Experience working with organizational functions and personnel
• Experience working with fax machines, computer software, and telephone technology
• Experience working with and skilled in the use of help desk software

What you should expect in this role

• Business and analytical problem-solving skills
• Communication skills
• Ability to work independently
• Ability to follow oral and written directions
• May require shift or remote work