FEFA, LLC is seeking a Customer Service Representative to work remotely with strong customer service experience. Candidates must be computer savvy—able to maneuver between multiple windows and application systems simultaneously—and have the ability to create, copy, edit, save, and send documents utilizing Microsoft Word, Microsoft Excel, and Microsoft Outlook. High-speed internet with a direct connection to a modem and a distraction-free area to work with a professional background is required.

Responsibilities include but are not limited to:

• Provide excellent Customer Care to our Veterans and Providers.
• Answer incoming phone calls from customers and identify the type of assistance needed; includes some Veteran and Provider outreach.
• Ask appropriate questions and listen actively to identify specific issues while documenting required information in computer systems.
• Assist customers in navigating CCN websites while encouraging and reassuring them to become self-sufficient in using our tools.
• Respond to questions from In-Network providers to verify Veteran benefits.
• Ensure patient confidentiality when handling all patient health information and records.
• Research complex issues across multiple databases, requiring fluency in computer navigation and toggling while confidently and compassionately engaging with callers.
• Communicate all issues with leadership.
• Respond to or refer incoming calls promptly, pleasantly, and professionally.
• Remain in the call queue at all times unless permission to leave is approved.
• Process requests in a timely fashion.
• Work effectively in a structured, production environment.
• Adhere to daily schedules and assignments.
• Identify and improve policies/processes.
• Contribute to ongoing quality improvement for Veteran and Provider interactions.
• Maintain strict member and company confidentiality.
• Perform other related duties as assigned.

Qualifications:

• High School Diploma / GED (or higher).
• Ability/Flexibility to work any of our 8-hour schedules during regular business hours of 7am–8pm EST, Monday–Friday.
• 2+ years of experience in a medical or health insurance environment (claims processing, customer service, hospital or provider office, appointment scheduling, etc.).
• Knowledge of medical terminology (provider specialties, ICD/CPT codes, etc.).
• Proficient in Microsoft Office suite.
• Must have a home workspace with a door and no distractions.
• Ability to multi-task.
• Metric-focused and able to consistently meet productivity standards.
• Typing speed of 35 WPM to qualify for soft skills.
• Excellent verbal and written communication skills, including strong telephone etiquette and interpersonal skills.
• Engaging, outgoing personality.
• Strong customer service skills.
• Solid organizational skills, flexibility, time management, and attention to detail in a goal-oriented environment.
• Experience in a related environment (office, administrative, clerical) using phones and computers as primary job tools.
• Must be computer savvy—able to maneuver between multiple windows and application systems simultaneously, and able to create, copy, edit, save, and send documents using Microsoft Word, Excel, and Outlook.
• Past customer call center experience desired.
• Experience working in a metric production-based environment is a plus.

FEFA, LLC is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. We offer a competitive compensation package including salary, medical benefits, PTO, holiday pay, and more.