Customer Service Representative - Clinical

Customer Service Representative-Clinical (Remote, $15/hour)

Customer Service

Remote, United States

Description

American Specialty Health Incorporated is seeking a Customer Service Representative to join our Customer Service-Clinical department.

The primary function of this position is to answer incoming calls from Providers, Members and Health Plans. The calls are focused on assisting callers with a wide range of topics from benefit information to problem resolution.

Remote Worker Guidelines

• Remote Worker Guidelines: This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum 50 Mbps download and 50 Mbps upload speed.)

Responsibilities

• Receives and responds to incoming telephone calls.
  • Answer incoming calls/chats and outgoing calls in a professional, accurate, timely and courteous manner.
  • Communicates professionally at all times.
  • Ascertain the nature of the call and record information in the ASH proprietary systems.
  • Look up caller information using proprietary ASH systems and provide information to the caller.
  • Forward logs requiring further research to the appropriate department.
  • Utilize appropriate resources, including those online; to provide timely responses.
  • Manage time to ensure calls are answered within required timeframes and appropriate follow up is done in a timely
    manner.
  • Meet or exceed minimum key job accountabilities established for the Customer Service Representative position.
  • Maintains safe, secure, and healthy work environment by following all legal and compliance requirements.
  • Complete all ASH and CSS trainings timely.
• Attends weekly staff and other meetings to discuss issues and foster teamwork among department personnel.
  • Responds to requests for internal and external customers and/or clients, as required.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma or GED certificate required.
• 1 year experience performing customer service duties; inbound call center experience preferred.
• Basic computer skills.
• Strong verbal communication skills.
• Ability to utilize and maneuver in multiple systems during a single interaction.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Mobility

• Primarily sedentary, able to sit for long periods of time.

Physical Requirements

• Ability to see, speak, and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within and around the facility or Work from Home (WFH) environment. Capable of using a telephone, computer keyboard, and mouse. Ability to lift up to 10 lbs.

Environmental Conditions

• Work-from-home (WFH) environment.