These will all be member facing (inbound calls from members)
Will take incoming member calls
These are group employer health care plans
Calls about eligibility, benefits, claims, etc.
Will also field calls around claims and do general claims research
Outreach for changing doctor information
The focus is issue resolution
The job is to answer the question and resolve the issue
Average number of calls vary, 20-50 on average, but they do not focus on quantity they focus on quality of each call and being able to multi-task. These are complex calls.
TOP 3 SKILLS
Customer Service In Healthcare Setting (Reception, Billing, Call Center, etc)
Ability to Navigate PC and Various Portals
Heavy Data Entry
QUALIFICATION
Call center experience is helpful, but not necessary, they really are looking for hospitality and medical terminology, and people who come from a strong customer service and care background.
Passion and empathy are a must – they are dealing with individual’s lives and finances, some with life-threatening diseases