General Description/PURPOSE

As a customer care representative, you will assist with the onboarding process of new clients and ongoing support with existing clients. You will guide our clients to a better experience, working every day to help make the process seamless with the service you provide.

COMPANY GENERAL POLICY AND PROCEDURE

- Attendance: Is punctual and present. You will request time off following the policies. You will document time worked and reasons for tardiness/absence or leaving early according to office policy.

- The requirements listed below are representative of the knowledge, skill, and/or ability required. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The competence of the employee in performing his or her job duties will be demonstrated, maintained, and improved on an ongoing basis.

- The statements contained in this position description reflect the general duties considered necessary to describe the principal functions of the job as identified and shall not be considered a detailed description of all the work requirements that may be inherent in the position.

JOB RESPONSIBILITIES

- Actively resolve client questions or concerns.

- Partner with internal departments to create a seamless experience to resolve potential issues.

- Must be able to work 8-hour shifts, between 9 AM – 5:30 PM.

- Answer questions and resolve issues based on phone calls, emails, or requests from other internal departments.

- Document and track communication with clients.

- Perform or assist with other duties and projects as needed.

FINANCIAL MANAGEMENT

- Work within the approved budget; use cost-saving measures.

- Receive all appropriate approvals (e.g., purchase orders, expense reports) for incurred expenses.

Customer Service

- Interact with all visitors and fellow employees in a mature, responsible, and courteous manner to ensure a positive and professional environment. Respond promptly to customer and coworker needs, and continually strive to improve service.

- Maintain sensitive information confidentially and professionally.

REQUIRED QUALIFICATIONS

- Education: High School Diploma

Experience:

5-10 years of experience in Health Care/Managed Care customer service (including excellent verbal and written communication, and problem-solving skills).

Any combination of education and experience, which would provide an equivalent background).

A passion for serving others, the ability to be empathetic, and the desire to help resolve client questions at the first point of contact.

Must have a strong work ethic and a sense of responsibility for your teammates and our clients.

Ability to multi-task to accomplish workload efficiently.

Ability to maintain accuracy and production standards.

Technical skills.

Attention to detail.

Analytical skills.

High school or GED Equivalent.

Required skills

- Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.

- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

- Ability to read and interpret documents. Ability to write routine reports and correspondence.

- Quality: Demonstrate accuracy, and thoroughness, and look for ways to improve and promote quality. Apply feedback to performance and monitor own work to ensure quality.

- Quantity: Meet productivity standards and complete work promptly. Strive to increase productivity.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, use hands and fingers, handle, type, or feel. The employee is occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision.

MACHINES/EQUIPMENT USED

Computers, copy machines, telephone, and other equipment as necessary.

ENVIRONMENTAL CONDITIONS

Indoor climate-controlled environment; occasional exposure to outdoor climate. Moderate to quiet noise level.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Experience:

• Customer service: 3 years (Preferred)

Work Location: In person