Change Healthcare
Work Location:
Remote US
Position:
Responds to in-bound, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions throughout-bound calling.
Core Responsibilities:
- Achieve daily, weekly, and monthly quality and production goals.
- Adhere to call handling process.
- Adhere to call quality standards by ensuring proper phone etiquette and adherence to scripts, make accurate and descriptive MMS documentation.
- Follow-up with members as assigned.
- Adhere to assigned schedule.
- Completion of all Change Healthcare required courses on University (CHU).
- Review all correspondence sent by Change Healthcare and management with current information of state and federal regulatory requirements.
- Review all correspondence sent by Change Healthcare and management with updates on the organization.
- Comply with all company and department operational guidelines and policies.
- Participate in Change Healthcare staff and operational development programs as assigned.
- Performs other duties as assigned
Requirements:
- Bilingual (English/Spanish).
- 3-year External Customer Service/Call Center Internal 3 years
- Education: High School Diploma or Equivalent
- Excellent Problem-solving skills
- Excellent Time Management
- Business demeanor and skills with the ability to communicate effectively (verbal, written and listening skills).
- Promote company services in an outbound call center (production driven) environment.
- Professional behavior with courteous, polite, and energetic qualities.
- High commitment to accuracy, high quality work, and detail oriented.
- Must be driven and motivated to exceed individual and team goals.
Preferred Qualifications:
- Excellent data entry and internet navigation skills
- Ability to work independently.
- Demonstrates patience and empathy.
- Maintain a confident, helpful, and positive tone on all calls
- High commitment to accuracy, high quality work, and detail oriented.
- Must be driven and motivated to exceed individual and team goals.
- Able to learn and adapt to changing environments, applications, and software.
- Basic knowledge of Microsoft Team, Word, Excel, and PowerPoint.
Working Conditions/Physical Requirements: information.
- General office demands
- This is a remote position. Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
- Must live in a location with internet connection.
Unique Benefits*:
- Flexible work environments
- Ready, Set, Grow Career Development Center & access to Change Healthcare University for continuous professional learning & development with more than 5,000 training assets
- Volunteer days, employee giving and matching gifts programs, community awards and dollars for doers, community partnerships
- Employee wellbeing programs and generous health plans
- Educational assistance programs
- US 401(k) or Group RRSP (Canada) savings plans with matching employer contributions
- Be sure to ask our Talent Advisors for more information on location specific benefits and paid time off policies
- Learn more at https://careers.changehealthcare.com
- *Eligibility for some benefits may be limited or not available for part-time employees, be sure to speak with your Talent Advisor.