Customer Service Representative I - Commercial Enrollment

Customer Service Representative I - Commercial Enrollment, Geisinger Health Plan (resident in Eastern Standard Time Zone)

Location: Work from Home — USA Eastern Standard Time Zone

Work Arrangement: 100% Remote

Employment Type: Full-Time, Regular

Schedule: Days

Hours: 40 hours per week

Exemption Status: Non-Exempt

Job Summary:

Assists in resolving customer concerns, providing appropriate education/instruction and maintaining customer satisfaction by providing the highest level of customer service. Proficient in two or more specialties for any one line of business. Actively participates in cross training, improving processes within the Customer Service team.

Job Duties:

• Provides guidance related to complex issues to customer service representatives.
• Manages a complex caseload while adhering to production and quality standards.
• Organizes and distributes work to staff members.
• Acts as a liaison between the member and provider in resolving claims, benefit and eligibility concerns.
• Serves as primary contact for members and providers and co-workers.
• Maintains strong relationships with members and providers through telephone contact, written correspondence, and on site visits.
• Investigates all concerns and issues to assure accurate information is provided.
• Provides resolution for all member and provider concerns and inquiries.
• Establishes and performs maintenance of member and provider relations.
• Responds to web requests and emails as required from internal and external contacts.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Position Details:

Work at Home requirements:

To ensure a productive and secure remote work environment, the following conditions must be met:

• Quiet, Dedicated Workspace: A private, distraction-free area within your home to support focused work.

• Adequate Workstation Setup: Sufficient space to accommodate all employer supplied equipment, including monitors, keyboard, and other peripherals.

High-Speed Internet Connection:

Connection Type: Cable modem only (DSL, wireless cellular, and satellite services are not permitted).

Minimum Speed Requirements:

• Download: 75 Mbps

• Upload: 25 Mbps

• Ping: Less than 150 ms

• Jitter: Less than 30 ms

• Connectivity: The computer must be connected via Ethernet cable. Wi-Fi is not permitted unless a Virtual Private Network (VPN) is used to secure the connection.

Education:

High School Diploma or Equivalent (GED)- (Required)

Experience:

Minimum of 1 year-Customer Service (Required)

Certification(s) and License(s):

Skills:

Communication, Customer Retentions, Customer Service

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities.

• KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.
• EXCELLENCE: We treasure colleagues who humbly strive for excellence.
• LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.
• INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
• SAFETY: We provide a safe environment for our patients and members and the Geisinger family. 

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality.