Client: HealthCare
Title: Customer Support 1
Location: Remote
Pay Range: $16-17/hr
Duration: 6 Months
Shift: 8:30 AM – 5:00 PM PT, Monday – Friday

Job Note:

• Primarily be data entry and claims processing.
• We do need to keep the door open for the potential to also be on the phones

JOB DESCRIPTION
General Overview:

• With general supervision, ensure accurate, timely, and efficient customer support.
• Respond to customer inquiries in a manner that supports the achievement of company goals.

Essential Functions:

• Respond to customer inquiries ranging from routine to complex, including members, clients, providers, and internal/external business partners.
• Inquiries may be received via telephone, in-person, or via the internet/email.
• Contingent on the Line of Business (LOB), requires in-depth knowledge in the following areas:
  
  • Prescriptions
  • Plans, Products, Services, and Procedures
  • Online purchasing & e-Commerce knowledge
  • Internet knowledge
  • Payment processing/payment collections
  • Eligibility verification
  • Order Status, Shipping Status, and Stock Availability
• Ensure accurate completion of necessary documentation, letters, and forms processing.
• Conduct Quality Assurance testing for company software.
• Research and resolve issues/complaints, determining appropriate resolutions.
• Solve problems and assist with issues that may not fit the “cookie-cutter” solution.
• Effectively educate and influence customers and prospective customers on the value and benefits of the company’s products, services, and solutions.
• Identify customer trends and communicate to appropriate business partners, leaders, and divisions. Suggest necessary corrections, changes, or solutions, and elevate situations with potential organization-wide impacts.
• Maintain specific Line of Business Customer Service standards and support level standards.
• Stay current on all changes to Customer Service policies, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently.
• Contingent on the LOB:
  
  • May require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information to attendees.
  • Availability for occasional overnight travel may be necessary.
  • May support Sales Representatives with any inquiries related to their customer orders.
  • May be the first point of contact for Sales Representatives, not related to customer orders.
  • May process claims based on business needs and workflow fluctuations.

Job Specifications:
Required Skills and Abilities:

• One to two years of customer service experience in handling moderate to complex customer inquiries in industries such as call centers, insurance, manufacturing, software, telecommunications, retail, or eyewear.
• Available to work any shift, including weekends, holidays, and/or overnight.
• Demonstrated internet knowledge and understanding of basic internet browser settings.
• Ability to work with multiple software programs simultaneously.
  Working knowledge of the MS Office package.
• Effective verbal communication skills to prioritize multiple tasks and handle incoming calls/inquiries.
• Effective written communication skills to clearly document customer situations and prepare letters confirming agreements made.
• Excellent interpersonal and rapport-building skills.
• Ability to ask appropriate and relevant questions to identify customer needs.
• Proven problem-solving, negotiation, and decision-making skills.
• Ability to use appropriate discretion and judgment in applying customer/call handling guidelines.
• Ability to listen, process transactions, and interact with customers simultaneously in a fast-paced environment.