Customer Service Rep (Natomas) HealthNow Administrative Services - Sacramento, CA About Us HealthNow Administrative Services (HNAS) is a wholly-owned subsidiary of HealthNow New York, Inc., a health insurance carrier headquartered in Buffalo, New York. With offices in Pennsylvania, New Jersey, Arizona and California. HNAS is a nationally recognized group benefit plan marketer and administrator. HNAS specializes in custom-designed employee benefit programs and Third Party Administration (TPA) and partner services, self-funded health insurance, and consumer driven health care plans as well as health management solutions. HNAS provides employee benefit solutions integrated with administrative and claims services. For more information, you can visit www.hnas.com. Job Description Services our incoming callers (providers/members) for all lines of business in a clear, professional, and accurate manner. Documents all calls and intakes utilizing excellent written communication skills. The representative demonstrates the ability to multitask and follow through. Must effectively communicate to our callers and to management to allow for proper problem solving and identifying of service problems and trends. Contributes to team goals in achieving organizational objectives. Must be accountable for their end work product. Primary Responsibility Provide timely, accurate, and courteous responses to a high volume of telephone inquiries from both members and providers. Achieve and maintain productivity and quality performance expectations. Interpret and effectively communicate benefits, eligibility, and claims payment information to our customers. Document all critical information related to contacts responded to in the appropriate system. Manage pending inventory in a timely and accurate manner in order to meet or exceed quality and productivity standards. Effectively navigate through multiple complex systems/screens. Provide timely follow-up with other internal departments to expedite resolution of difficult/aging inquiries, and when necessary escalate those issues to management for further handling. Keep familiar with all system, contractual, compliance standard changes and policy updates, and attend additional training sessions as necessary. Comply with all HIPAA Compliance regulations. Compliant with company policy on attendance. Knowledge and Skills Native-level language proficiency in both English and Spanish, sufficient to read, write, and speak is highly preferred (but not required) for this opportunity. Must meet minimum qualifications to perform work, including satisfactory completion of training and testing. Ideal candidate must be a problem solver and tactful when dealing with callers. Demonstrate the ability to work and multi-task in a fast paced environment. Displays excellent interpersonal skills and is a team player. Ability to use PC and office equipment. Working knowledge of Microsoft Office Must have good organizational and time management skills and be detail oriented Trainees: Must pass 2 of 3 written tests given during training with a 90% or greater; Must pass a live call test; Must pass 7 of the 8 calls reviewed; Must meet or exceed the department quality statistic for a rolling six month continuous period; Must be in good standing (no verbal or written warnings) and demonstrate core values. Qualifications Native-level language proficiency in both English and Spanish, sufficient to read, write, and speak is highly preferred (but not required) for this opportunity. Problem Solving Skills: Must demonstrate the ability to independently research their reference materials and other documentation before going to a team lead or the supervisor for assistance. External Contacts: Subscribers, Members, Providers. Vendors who oversee behavioral health items on behalf of groups, precertification for radiology services, vision benefit vendors, chiropractic care oversight vendors, etc. A pre-employment Customer Service Skills Assessment (basic computer skills, typing speed, typing accuracy, etc) is mandatory and will be administered for all candidates selected to advance in the selection process. Experience Preferred Education: Associates Degree in Business and/or Health Care related field preferred; High School Diploma or GED; Preferred Experience: Minimum 2 years experience in Customer Service, Health Care or Insurance. Previous experience working in a call center environment is a strong plus. Working Conditions Must be able to work in an office environment Heat, light, air, space and working environment typically found in an office environment Manual Dexterity Req: Eye-hand coordination and manual dexterity sufficient to effectively use a computer with all its components for prolonged periods of time and for the majority of required tasks Manual Dexterity Req: Eye-hand coordination and manual dexterity sufficient to effectively utilize various office equipment (phone, computer, fax machine, printer, copier, filing cabinet, etc) Mental effort: Adequate to perform essential functions of the job with the type of judgments and responsibilities as indicated in the job description. Physical Effort: Minimum; typical of most office work. Mostly sedentary work. Vision Req: Close vision (clear vision at 20 inches or less) Prolonged Sitting Weight: lift/carry/push/pull under 10 lbs. Lifting - 6% to 33% - Occasional EEO Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. Job Type This is a full-time regular employment position with full benefits package, including medical, dental, vision, 401(k) with employer match, etc. Job Type: Full-time Experience: * call center: 1 year * Customer Service: 2 years Location: * Sacramento, CA Work environment: * Call center Communication method(s) used: * Email * Phone 2 hours ago - save job - report job Apply Now Apply Now Save this job