Call Center Representative

Employer
Ultimate
Location
Baltimore, MD
Posted
Jun 14, 2017
Closes
Jun 21, 2017
Function
Customer Service
Industry
Other
Hours
Full Time
The Call Center Representative is responsible for receiving calls, answering questions, and resolving issues. Our Call Center receives phone calls from members and their dependents, providers and their staff, and employer groups. The Call Center Representative will answer questions on the status of claims, ID cards, addresses, and other issues as requested by the caller.Major Duties and Responsibilities: - Provide timely and accurate information on incoming customer calls from members, providers, and other external and internal constituents including: - Handling claim inquiries from providers and members - Communicating correct information regarding accessibility, claims status and other calls of a service nature - Providing benefits information - Meet and maintain established department metrics - Provide timely feedback to management regarding customer / provider concerns. - Retain critical information about groups and / or provider changes to ensure superior service to all callers. - Provide excellent customer service and handle all calls in a professional and courteous manner. - Perform other related duties as assigned.Education:High school graduate or equivalent required. Business-related college courses preferred.Experience:Two years of experience in the health care industry or insurance environment preferred. Two years of call center experience. Strong computer and technical skills to support heavy data entry. Competencies: - Excellent customer service and phone communication skills (friendly, courteous and helpful) - Excellent interpersonal verbal and written communication skills - The ability to manage caller expectations and concerns, share information, and educate callers - Understanding of the health insurance or insurance industries - Strong resolution and follow-up skills - Goal-oriented with ability to meet production standards - Team-oriented with the ability to work with and understand how other departments function. - Well organized and resourceful - Accurate and efficient data entry skills - Strong problem solving skills and ability to demonstrate good judgment - Ability to coordinate multiple tasks - Skilled in dealing with all customers in an efficient and effective manner - Bilingual skills a plusWe are an equal opportunity employer.The Call Center Representative is responsible for receiving calls, answering questions, and resolving issues. Our Call Center receives phone calls from members and their dependents, providers and their staff, and employer groups. The Call Center Representative will answer questions on the status of claims, ID cards, addresses, and other issues as requested by the caller. Major Duties and Responsibilities:Provide timely and accurate information on incoming customer calls from members, providers, and other external and internal constituents including:◦Handling claim inquiries from providers and members◦Communicating correct information regarding accessibility, claims status and other calls of a service nature◦Providing benefits informationMeet and maintain established department metricsProvide timely feedback to management regarding customer / provider concerns.Retain critical information about groups and / or provider changes to ensure superior service to all callers.Provide excellent customer service and handle all calls in a professional and courteous manner.Perform other related duties as assigned.Education:High school graduate or equivalent required. Business-related college courses preferred.Experience:Two years of experience in the health care industry or insurance environment preferred. Two years of call center experience. Strong computer and technical skills to support heavy data entry. Competencies:Excellent customer service and phone communication skills (friendly, courteous and helpful)Excellent interpersonal verbal and written communication skillsThe ability to manage caller expectations and concerns, share information, and educate callers Understanding of the health insurance or insurance industriesStrong resolution and follow-up skillsGoal-oriented with ability to meet production standardsTeam-oriented with the ability to work with and understand how other departments function.Well organized and resourcefulAccurate and efficient data entry skillsStrong problem solving skills and ability to demonstrate good judgmentAbility to coordinate multiple tasksSkilled in dealing with all customers in an efficient and effective mannerBilingual skills a plus