What are the responsibilities and job description for the Customer Service Representative position at MagnaCare?
About The Role
MagnaCare is seeking a fully remote Customer Service Representatives to assist members, physicians, hospitals, and other healthcare providers with member benefits, eligibility, claims inquiry, claim reconsiderations and appeals. This is a remote position.
Primary Responsibilities
MagnaCare is seeking a fully remote Customer Service Representatives to assist members, physicians, hospitals, and other healthcare providers with member benefits, eligibility, claims inquiry, claim reconsiderations and appeals. This is a remote position.
Primary Responsibilities
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
- Listen attentively to customer needs and concerns; demonstrate empathy and offer solutions.
- Confirm customer understanding of the solution and provide additional customer education as needed.
- Prepare complete and accurate work and update customer file.
- Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
- Effectively transfer misdirected customer requests to an appropriate party.
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
- Offer solutions to issues that are often non-standard/non-routine and require some clarification.
- Perform other call center functions and support projects as directed by the management.
- Balancing the demands of the caller with program requirements for quality, average handle time, and productivity.
- Use appropriate verbiage and level of detail to formulate and adapt the response to the level of understanding the caller has about the MagnaCare processes and specific plan details.
- Calls will require the CSR to proactively educate the caller and validate understanding before completing the call.
- High School diploma.
- Some college or business school education is a plus.
- Knowledge of basic computer operations.
- Intermediate knowledge of Microsoft Office and email writing.
- Knowledge of CPT codes, ICD-9. Ability to learn quickly.
- Courteous with strong customer service orientation.
- Dependable with proficient attention to detail.
- Good listening and responding skills.
- Must be flexible with the ability to adapt to changes quickly and think conceptually.
- Solid problem-solving skills.
- Excellent attendance, punctuality and work record required.