[Hiring] Associate @Firstsource

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Role Description

WORK FROM HOME - Customer Service Call Center Representative

Essential Duties and Responsibilities (include but are not limited to):

  • Be available to handle member inquiries.
  • Represent Health Plan by answering and documenting all incoming contacts to determine their nature, and respond to complex calls related to specialized product lines or questions.
  • Respond with empathy to complaints and concerns from members concerning health plan benefits, account status, payment history, and medical services.
  • Initiate contact with the appropriate health plan, medical group, and facility personnel to obtain information relevant to the concern or inquiry as needed.
  • Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.
  • Document according to procedure.
  • Assist department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, member retention, and making return contact as warranted.
  • Complete required training (including, but not limited to, annual certifications) and understand how to use tools available to recall necessary information.
  • Effectively diffuse anger, tension, and hostility, within regulatory guidelines.
  • Maintain awareness of the way performance and actions affect members.
  • Be open and receptive to feedback and change behavior to improve performance.
  • Be able to answer Healthcare Member and Provider inquiries and type information into the computer system simultaneously.
  • Web camera visibility.

Qualifications

  • Must have Internet to include a router with Ethernet jack for connectivity to PC (Subject to change: FS Guidelines 25 down/15 up min; BCBSM Guidelines 50 down/25 up min).
  • Must have a private workstation to perform your work.
  • Must have quiet area free from distractions.
  • Must have childcare/Family care, as you are unable to perform job and take care of child/children or family members.
  • Call center experience preferred.
  • Health insurance experience.
  • High School diploma or equivalent is required.
  • 2 years customer service experience preferred.
  • Minimum typing speed = 30-35 wpm preferred.
  • Substantial understanding of the job, apply knowledge and skills to complete a wide range of tasks.
  • Excellent written and verbal skills.
  • Problem-solving skills.
  • Basic knowledge of personal computers required.
  • Strong reading comprehension and writing skills.
  • Follow established procedures to meet customer needs.
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