Job Description
CUSTOMER CARE ASSOCIATES I
Duration: 6-month contract (Possible extension or conversion)
Hours: 5 weeks of Training - 8 AM - 4:30 PM / 8 AM or 8:30 - 4:30 or 5 PM shifts(2)
*** 100 Percent Remote - California residents ONLY.
JOB DESCRIPTION:
- Actively listens and probes callers in a professional and timely manner to determine the purpose of the calls.
- Researches and articulately communicates information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality.
- Resolves customer administrative concerns as the first line of contact - this may include claim resolutions and other expressions of dissatisfaction.
- Assists efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities' operations problems and/or inefficiencies.
- Assists in the mentoring and training of new staff.
- Assumes full responsibility for self-development and career progression; proactively seeks and participates in ongoing training sessions (formal and informal).
- Comprehensively assembles and enters patient information into the appropriate delivery system to initiate the EAP, Care, and Utilization management programs.
- Demonstrates flexibility in areas such as job duties and schedule in order to aid in better serving members and help achieve its business and operational goals.
- Educates providers on how to submit claims and when/where to submit a treatment plan.
- Identifies and responds to Crisis calls and continues assistance with the Clinician until the call has been resolved. Informs providers and members of the appeal process.
- Leads or participates in activities as requested that help improve Care Center performance, excellence, and culture.
- Links or makes routine referrals and triage decisions not requiring clinical judgment.
- Performs necessary follow-up tasks to ensure member or provider needs are completely met.
- Provides information regarding in-network and out-of-network reimbursement rates and states multiple networks to providers.
- Refers to callers requesting provider information to Provider Services regarding professional provider selection criteria and application process. Refers patients/EAP clients to the Care Management team for a provider, EAP affiliate, or Facility.
- Responsible for updating self on ever-changing information to ensure accuracy when dealing with members and providers.
- Support team members and participate in team activities to help build a high-performance team.
- Thoroughly documents customers' comments/information and forwards required information to the appropriate staff.
RESPONSIBILITIES:
- Must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment.
- Responsible for meeting call handling requirements and daily telephone standards as set forth by management.
- Must agree to observe service for the purpose of training and quality control.
- Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills.
- Must be able to maneuver through various computer platforms while verifying information on all calls.
- Must be able to talk and type simultaneously.
WORK EXPERIENCE:
EDUCATION:
- High School Diploma or GED (Required)
- Associates (Preferred)
- Bachelors (Preferred)
Company Description
Astyra Corporation is a staffing and consulting company that is locally owned and operated right here in the heart of RVA. Astyra offers a unique approach to solving the business challenges of its clients. After being in business for over 20 years, we have evolved and grown - smart ideas, ingenuity and never settling for failure are our hallmark traits. We are locals with a national presence and need a like-minded; client-focused professional who wants to make a difference every day.