About this role
AmeriHealth Caritas is a mission-driven organization with over 30 years of experience delivering comprehensive care. They are seeking a Part-Time Off Hour Customer Services Representative who will be responsible for providing timely and professional customer service to a diverse membership, assisting with inquiries regarding benefits and eligibility, and conducting outreach to new members.
Responsibilities:
- Responding to a diverse membership and their providers, as well as other customers, in a timely, professional, and courteous manner
- Handling inbound and outbound member and/or provider phone calls or correspondence regarding benefits, eligibility, or customer issues
- Making outreach welcome calls to new members and conducting Health Risk Assessment Surveys as needed
- Providing member education and assisting members with PCP selection and assignments
- Assisting with access to care and wellness program
- Following internal processes and procedures to ensure all activities are performed in accordance with departmental and company policies and procedures
- Demonstrating a passion for providing superior customer service to our customers and continually seeking to understand the needs of those we serve
- Creating accurate and timely member documentation concerning all inquiries taken in accordance with established protocols to ensure resolution is provided and presented clearly and accurately
- Presenting and projecting a positive image of the company in and out of the office to fellow associates, members, providers, and the community by being courteous, helpful, energetic, respectful, and polite
- Striving to resolve an inquiry on first contact while ensuring that the inquiry has been addressed to the customer’s satisfaction by using all resources efficiently and timely
- Providing feedback and/or solutions to the supervisor to ensure continuous process improvement and a better customer experience
- Creating and supporting an environment that fosters teamwork, cooperation, respect, and diversity
- Maintaining an awareness of all product knowledge information
- Responding positively to support change within the department and the company
- Being willing to be flexible regarding job responsibilities and schedule, not limited to but including overtime and holidays, as a result of contractual business requirements
- Routinely meeting or exceeding contact center key performance indicators
- Performing other duties as assigned
Requirements:
- 1 year prior customer service experience required
- High School diploma or GED required
- Excellent judgment and decision-making skills in dealing with complaints and sensitive requests required
- Ability to use PC applications in an MS Windows-based environment
- Must be in the Eastern Standard Time zone
- Call center experience taking in-bound and/or out-bound calls preferred but not required
- Prior experience in the healthcare or managed care industry is preferred but not required
- Minimum 45 wpm typing skill preferred