Job Description

CATEGORY Customer Service SCHEDULE Full-time DESCRIPTION:

Position Purpose: Respond to customer inquiries via telephone and written correspondence in a timely and appropriate manner.  

• Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources
• Provide assistance to members and/or providers regarding website registration and navigation
• Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
• Process written customer correspondence and provide the appropriate level of timely follow up
• May coordinate member transportation and make referrals to other departments as appropriate
• Maintain performance and quality standards based on established call center metrics including turn-around times

Foundation Care:

• Ensure pharmacy orders and invoices are distributed appropriately to patients and physicians; input patient information into Customer Relationship Management application (CRM) and manage patient billing services
• Research and identify any processing inaccuracies in claim payments and route to the appropriate site operations team for claim adjustment
• Identify any trends related to incoming or outgoing calls that may provide policy or process improvements to support excellent customer service, quality improvement and call reduction

Qualifications

Education/Experience: High school diploma or equivalent. 1+ years of call center customer service experience, or 2+ years of customer service experience, preferably in a healthcare or insurance environment. Depending on the state, bi-lingual may be preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines.