Client Support Center Representative
Summary
Answer inquiries from providers and/or office staff regarding patient referrals and other related issues.
Duties and Responsibilities
- Answer incoming calls from providers and office staff regarding patient referrals.
- Responds to e-mails from providers and office staff regarding patient referrals.
- Informs callers of referral statuses in easy-to-understand manner.
- De-escalate situations involving dissatisfied callers, offering assistance and support.
- Research required information using available resources.
- Identify and escalate priority issues.
- Route calls to appropriate resource, when required.
- Make follow-up calls in a timely fashion, when indicated.
- Meet call center transaction thresholds and service requirements.
- Document all call information in EZ-CAP and sPHERICAL (MedPOINT programs) according to standard operating procedures.
- Collaborate with other client support center TMs to improve customer service
- Assist with overflow calls in member services, if requested.
- Perform additional tasks and assist with projects as requested by management.
Minimum Qualifications:
- High School Diploma or equivalent
- Medical Terminology knowledge
- Minimum one year experience in customer service position; healthcare preferred
- Bilingual language skills a plus
Knowledge, Skills and Abilities Required:
- Excellent oral and written communication skills
- Strong listening skills
- Problem-solving abilities
- Ability to multitask in high volume setting
- Good organizational skills
- Strong attention to detail
- Strong teamwork and collaboration skills
- Proficient in Microsoft Office 2010 or higher software applications
- Strong data entry and typing skills
- Knowledge of customer service principles and practice
- EZ-CAP proficiency a plus