Summary

Work efficiently in a high-volume call center while maintaining a professional, polite manner. Assist callers with escalated coverage/enrollment related questions; accurately interpret policy Analyze customer’s inquiries and determine steps for resolution, interpret enrollment information, and application processing accuracy. Keep resource information up to date and organized. Document calls in a clear and consistent manner in computer system. Conduct appropriate research and follow-up for prompt resolution of disputed enrollment issues and escalations. Relay information to appropriate departments and personnel using established communication channels and procedures. Must be able to type and talk at the same time and navigate through multiple screens. Ability to maintain confidentiality and adhere to HIPAA requirements.– Level 3)

Your role in our mission

• Assists with high call volume, email requests, and responds to complex customer questions and/or forwards call to appropriate personnel.
• Research customer inquiries and responds to appropriate parties in a timely manner.
• Processes escalation requests and updates account history with inquiry results to include proper documentation.
• Interfaces with team personnel, management, and customers in reference to escalation updates and system issues that impact enrollment and/or claims processing.
• Reviews and updates daily trackers to ensure data integrity; prepares and submits report to management as required.
• Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

What we're looking for

• A minimum of two successful years of enrollment experience, a positive attitude, and a commitment to delivering outstanding customer service.
• Excellent verbal, written, and training communication skills.
• An ability to create conditions for success by patiently clarifying enrollment requirements, conducting thorough research, and ensuring employee awareness of enrollment processes and procedures.
• Strong analytical skills, proficiency in utilizing FMMIS research methodologies, attention to detail, critical thinking skills, and problem-solving abilities.
• Intermediate proficiency with Microsoft Outlook, Word, Excel, PowerPoint and FMMIS.

What you should expect in this role

• #LI-HYBRID
• #LI-LS2